National Bank of Kenya ( NSE: NBK) has announced receiving this year’s “Best Bank in Customer Service” award from the Institute of Customer Service (ICS) – Kenya.
This win represents the best performance ever recorded by National Bank of Kenya in this ranking.
National Bank of Kenya emerged best in the ICS Service Excellence Awards 2015. Equity Bank was announced first runners up and KCB the second runners up in the survey that also included other banks. ICS Kenya, the pioneer professional body for Customer Service practitioners in the country and an authority in customer service in Kenya said the Service Excellence Awards are based on the Net Promoter Score and randomly polled 7,000 customers across seven sectors.
Receiving the award, the Director of Marketing and Corporate Relations at National Bank said: “Winning this award speaks volumes for the positive results that the ongoing restructuring program at National Bank is delivering inside and outside the bank and we want to sincerely thank our customers for recognizing the improvement of service at NBK. We also thank the Institute of Customer Service for their initiative and award.”
National Bank is steering a five year transformation program aiming for Tier 1 bank status in 2017.
Eva Kiplagat, the Director of the Institute of Customer Service- Kenya Chapter said: “This award is part of ICS Kenya’s efforts to challenge industry to pursue excellence in service to customers.” Banks are not informed which of their customers or branches are polled in the survey.
National Bank CEO Munir Sheikh Ahmed welcomed the achievement saying efforts towards exceptional customer service at National Bank would continue with ongoing implementation other new projects to transform the customer experience at branches, agent outlets and digital channels ongoing. “We are rolling out new projects under our five year transformation strategy that will reward our customers and we expect these to set service excellence bar even higher in the banking industry,” he said.
Strathmore University Deputy Vice Chancellor Dr. George Njenga presented the award. National Bank, recorded Ksh2.48 Billion in profits in the 2015 half results, 99% higher than same period in 2014. It has also scooped the runners up award for the fastest growing bank in Kenya during the recent Think Business Banking Industry awards.