{"id":77876,"date":"2023-02-08T09:24:10","date_gmt":"2023-02-08T09:24:10","guid":{"rendered":"https:\/\/www.kba.co.ke\/?p=77876"},"modified":"2023-02-08T09:24:10","modified_gmt":"2023-02-08T09:24:10","slug":"kenyan-banks-up-customer-service-outperform-global-peer-markets-in-trust","status":"publish","type":"post","link":"https:\/\/www.kba.co.ke\/site25\/kenyan-banks-up-customer-service-outperform-global-peer-markets-in-trust\/","title":{"rendered":"Kenyan banks up customer service, outperform global peer markets in trust"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"77876\" class=\"elementor elementor-77876\" data-elementor-settings=\"{&quot;ha_cmc_init_switcher&quot;:&quot;no&quot;}\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ca33b36 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"ca33b36\" data-element_type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false,&quot;ekit_has_onepagescroll_dot&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-383505b\" data-id=\"383505b\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-96b9276 elementor-widget elementor-widget-text-editor\" data-id=\"96b9276\" data-element_type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;none&quot;,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li><strong><em>Overall banking industry service excellence rating rose from 82.7 percent in 2019 to 96.2 percent in 2021.<\/em><\/strong><\/li><\/ul><p><strong>Nairobi: 8th February, 2023<\/strong>&#8230;Banks in Kenya have consistently improved service delivery over<br \/>the last three years, increasing their collective customer satisfaction rating by 13.5 percent from<br \/>82.7 percent in 2019, according to the Gold Standard of Banking Services Report published<br \/>today by the Kenya Bankers Association (KBA).<\/p><p>The report analyses the quality of banking customer service in Kenya over a period of three<br \/>years based on the industry\u2019s annual Customer Satisfaction Survey, which was introduced by<br \/>the Association in 2019. The publication seeks to support the banking industry towards the<br \/>development of a market environment that provides consumers with the most excellent<br \/>product choices, ensuring product safety and preserving consumers\u2019 economic interests.<\/p><p>KBA Chief Executive Officer Dr. Habil Olaka said the report serves as a banking customer service<br \/>benchmark, seeking to define service levels for the industry based on the expressed and<br \/>unexpressed needs of the banking public.<\/p><p>\u2018\u2019We know how banks serve customers matters because they give us feedback via the KBA<br \/>Customer Satisfaction Survey. We know the banking public recognizes and appreciates how<br \/>hard bank employees work for them even amid the pandemic and they reward us for it\u2019\u2019, said<br \/>Dr. Olaka.<\/p><p>Based on bank customers\u2019 feedback since 2019, the report recommends minimum standards<br \/>and best practices aimed at supporting banks to offer customers products and services that<br \/>that empower the banking public to manage and grow financial resources and contribute to<br \/>the economic development agenda.<\/p><p>The recommendations include setting up responsive mechanisms meant to ensure expedient<br \/>response rate to customer complaints, implementation of efficient channels for collecting<br \/>customers\u2019 feedback and accommodation of Persons with Disability across bank channels and<br \/>service touchpoints.<\/p><p>The report also cites the 2022 Edelman Trust Barometer (ETB), which shows that Kenyan banks<br \/>have outperformed peer markets in Africa and globally in trust, ranking higher than the<br \/>worldwide average on the credibility of banking services and cards. The Barometer is a global<br \/>assessment of trust and credibility across sectors that has been conducted over the last 22<br \/>years.<br \/><br \/><strong>About the Kenya Bankers Association:<\/strong><br \/>KBA (www.kba.co.ke) was founded on 16th July 1962. Today, KBA is the financial sector&#8217;s leading<br \/>advocacy group and banking industry umbrella body that represents total assets in excess of USD 50<br \/>billion. KBA has evolved and broadened its function to include advocacy on behalf of the banking<br \/>industry and championing financial sector development through strategic projects such as the launch<br \/>of the industry&#8217;s first P2P digital payments platform PesaLink. In line with the Government&#8217;s policy on<br \/>public-private partnerships, KBA and Central Bank of Kenya have implemented key projects such as<br \/>modernization of the National Payments System through the Automated Clearing House, implementing<br \/>the Real Time Gross Settlement System (RTGS), and the Kenya Credit Information Sharing Initiative. The<br \/>KBA members are comprised of commercial banks and deposit taking microfinance banks. For more<br \/>information, visit <a href=\"https:\/\/www.kba.co.ke\/\" target=\"_blank\" rel=\"noopener\">www.kba.co.ke<\/a>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d603d70 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d603d70\" data-element_type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false,&quot;ekit_has_onepagescroll_dot&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-f308e64\" data-id=\"f308e64\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3050018 elementor-invisible elementor-widget elementor-widget-text-editor\" data-id=\"3050018\" data-element_type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInDown&quot;,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: center;\"><a href=\"https:\/\/www.kba.co.ke\/wp-content\/uploads\/2023\/02\/KBA-Gold-Standard-of-Banking-Services-in-Kenya-Digital.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"text-decoration: underline;\"><span style=\"color: #f78f1e; text-decoration: underline;\">Click here to download the document<\/span><\/span><\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t<div class=\"likebtn_container\" style=\"\"><!-- LikeBtn.com BEGIN --><span class=\"likebtn-wrapper\"  data-identifier=\"post_77876\"  data-site_id=\"69df77b7943ec93501e842ff\"  data-theme=\"review\"  data-dislike_enabled=\"false\"  data-icon_dislike_show=\"false\"  data-tooltip_enabled=\"false\"  data-style=\"\"  data-unlike_allowed=\"\"  data-show_copyright=\"\"  data-item_url=\"https:\/\/www.kba.co.ke\/site25\/kenyan-banks-up-customer-service-outperform-global-peer-markets-in-trust\/\"  data-item_title=\"Kenyan banks up customer service, outperform global peer markets in trust\"  data-item_image=\"https:\/\/www.kba.co.ke\/site25\/wp-content\/uploads\/2022\/05\/kba-news-1024x683.jpg\"  data-item_date=\"2023-02-08T09:24:10+03:00\"  data-engine=\"WordPress\"  data-plugin_v=\"2.6.59\"  data-prx=\"https:\/\/www.kba.co.ke\/site25\/wp-admin\/admin-ajax.php?action=likebtn_prx\"  data-event_handler=\"likebtn_eh\" ><\/span><!-- LikeBtn.com END --><\/div>","protected":false},"excerpt":{"rendered":"<p>Nairobi: 8th February, 2023&#8230;Banks in Kenya have consistently improved service delivery over<br \/>\nthe last three years, increasing their collective customer satisfaction rating by 13.5 percent from<br \/>\n82.7 percent in 2019, according to the Gold Standard of Banking Services Report published<br \/>\ntoday by the Kenya Bankers Association (KBA).<\/p>\n<div class=\"likebtn_container\" style=\"\"><!-- LikeBtn.com BEGIN --><span class=\"likebtn-wrapper\"  data-identifier=\"post_77876\"  data-site_id=\"69df77b7943ec93501e842ff\"  data-theme=\"review\"  data-dislike_enabled=\"false\"  data-icon_dislike_show=\"false\"  data-tooltip_enabled=\"false\"  data-style=\"\"  data-unlike_allowed=\"\"  data-show_copyright=\"\"  data-item_url=\"https:\/\/www.kba.co.ke\/site25\/kenyan-banks-up-customer-service-outperform-global-peer-markets-in-trust\/\"  data-item_title=\"Kenyan banks up customer service, outperform global peer markets in trust\"  data-item_image=\"https:\/\/www.kba.co.ke\/site25\/wp-content\/uploads\/2022\/05\/kba-news-1024x683.jpg\"  data-item_date=\"2023-02-08T09:24:10+03:00\"  data-engine=\"WordPress\"  data-plugin_v=\"2.6.59\"  data-prx=\"https:\/\/www.kba.co.ke\/site25\/wp-admin\/admin-ajax.php?action=likebtn_prx\"  data-event_handler=\"likebtn_eh\" ><\/span><!-- LikeBtn.com END --><\/div>","protected":false},"author":2,"featured_media":76619,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[46],"tags":[],"class_list":["post-77876","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-masonry-design"],"_links":{"self":[{"href":"https:\/\/www.kba.co.ke\/site25\/wp-json\/wp\/v2\/posts\/77876","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.kba.co.ke\/site25\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.kba.co.ke\/site25\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.kba.co.ke\/site25\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.kba.co.ke\/site25\/wp-json\/wp\/v2\/comments?post=77876"}],"version-history":[{"count":0,"href":"https:\/\/www.kba.co.ke\/site25\/wp-json\/wp\/v2\/posts\/77876\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.kba.co.ke\/site25\/wp-json\/wp\/v2\/media\/76619"}],"wp:attachment":[{"href":"https:\/\/www.kba.co.ke\/site25\/wp-json\/wp\/v2\/media?parent=77876"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.kba.co.ke\/site25\/wp-json\/wp\/v2\/categories?post=77876"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.kba.co.ke\/site25\/wp-json\/wp\/v2\/tags?post=77876"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}