Survey: Credit Bank Named Top Tier 3 Lender

Credit Bank's Contact Centre and Customer Experience Manager, Judith Wanjala (left) and Monica Chege, Senior Manager, Marketing and Communications at Credit Bank (centre), receive the 1st Place - Best in Tier 3 Award from Dr Habil Olaka, Chief Executive Officer Kenya Bankers Association, during the unveiling of KBAs Customer Satisfaction Survey 2020. Credit Bank received recognition for Customer Responsiveness and Digital Experience for the third year in a row.

Credit Bank plc has been named best Tier 3 Bank, 2020, according to a new customer survey. The Customer Satisfaction Survey, conducted by the Kenya Bankers Association during the pandemic, gauged Kenyan banks’ adoption of digital banking.

For the third year running, Credit Bank received recognition as the Best in Customer Responsiveness and Digital Experience.

Judith Wanjala, Credit Bank’s Customer Experience Manager, expressed the bank’s appreciation to its customers for the vote of confidence in Credit Bank despite the difficult operating environment occasioned by the pandemic.

“Customers are increasingly seeking convenience in the way they carry out personal and business transactions, and because our focus is on quality and digital innovation, the bank continues to invest heavily in digitization. We look forward to a bright future together with our customers.”

The survey, which obtained feedback from over 15,000 respondents, showed that most bank clients preferred the use of fully automated platforms while accessing banking services with 43% of respondents opting for mobile and internet banking, and more than 70% citing convenience and efficient as their main interest. .

Banks had to re-orient and reframe their customer offerings in line with the requirements of the new Covid-19 context, with investments in digital banking becoming a game-changer.

Recent ventures by Credit Bank such as revamping the mobile banking app “CB Konnect” have enabled customers to transact from anywhere, with numerous value additions like applying for Bid Bonds on the app as well as Instant Insurance purchase. Internet Banking and Agency Banking which serve up to 90% of the bank’s customers have ensured self-sufficiency on the client’s side.

The bank continuously seeks to adhere to effective social & environmental management practices in all its banking activities, products, and services.     



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