ABC Bank was recognized as Best Tier 3 Bank in the 2024 Banking Industry Customer Satisfaction Survey conducted by Kenya Bankers Association (KBA) released today, 12th February 2025, during a ceremony held at Radisson Blu, with representatives from the various member banks.
Speaking on the recognition, ABC Bank Group Managing Director Mr Shamaz Savani said, “This recognition is a testament to the trust our customers place in us and the dedication of our entire team. At ABC Bank, we aim to build lasting relationships and empower our customers to achieve financial success and this award is a testament to this commitment.’’
The survey, which achieved a record of 37,000 responses, the highest since the inaugural survey in 2018, was conducted from 1 October to 29 November 2024 and evaluated banks based on customer experience indicators and global best practices and standards.
Speaking during the award ceremony, KBA CEO Raimond Molenje said, “Customer satisfaction has led to demand for seamless transactions and personalized customer interaction, I commend banks for the improved issue resolution time. I would like to also assure Kenyans that as banks, we look forward to helping our customers succeed in their businesses and we are working tirelessly to ensure we provide them with lower interest rates, a trend that will see all banks comply with CBK regulations.’’
The survey highlighted that persistent delays in responding to and resolving customer complaints remain a key driver of dissatisfaction. The event also served as a platform for banks’ customer experience teams and the KBA Customer Service Working Group to discuss practical mechanisms for addressing these challenges.
Present at the event, the Director General of the Competition Authority of Kenya (CAK) Mr. David Kibet Kemei, urged banks to provide customer-centric services noting that 56% of customers prefer self-service digital platforms. He noted that addressing issues related to service downtime and ensuring banking services are accessible to all including those in low-income areas will ensure banks bridge the gap in financial service delivery to all.
ABC Bank was previously recognized as the Best Bank in the Tier 3 Banks category in both 2023 and 2022. Additionally, the Bank has received two more awards in the Customer Satisfaction Survey, including the Best Tier III Bank in Digital Experience (winner) and 2nd runner-up in the same category in previous years.
