Family Bank has 87 percent of its total transactions being carried out by customers through its digital platforms.
Family Bank emerged as the best tier two bank and the overall second-best bank in customer responsiveness and satisfactory digital experience in KBA’s Customer Satisfaction Survey 2020.
73 percent of the respondents mentioned convenience and efficiency as the main features of interest when using a mobile application with ease of usage, log-in security, and friendliness of user interface as the other critical factors.
Digital Banking channels (Mobile and Internet Banking) recorded the highest usage among customers, especially in the wake of COVID-19, as more Kenyans adopted contact-less banking solutions, to reduce the possibility of infection and comply with Government guidelines.
The utilization of Mobile Banking channels was at 52 percent, against 57 percent in 2019. Internet Banking utilization reached 23 percent, compared to 34 percent in 2019.
From the Survey, 3 percent of all the respondents, or approximately 455 people were People Living with Disability (PWDs). Significantly, the PWD respondents were largely able to use banking services, independently, at 81 percent while 19 percent needed support. For the non-PWDs, the ratios were 88 and 13 percent respectively.
“Family Bank’s 2020-2024 strategy is hinged on providing superior and differentiated customer experience while incorporating customer-led innovation at its center. The Bank has been driven by improving our customer experience largely through feedback that we have been getting from our customers. We pledge to continue to make our digital services more accessible and user friendly,” said Family Bank CEO Rebecca Mbithi while receiving the award at KBA offices.
“I would like to thank the Kenya Bankers Association for undertaking this survey as it provides a gauge on how well, as an industry, we continue to service our customers. This award by our customers is a testament to our commitment to continuously improve our customer experience across all channels,” she added.
The Bank currently has 87 percent of its total transactions being carried out by customers through its digital platforms. In 2020, the Bank unveiled its new mobile banking application PesaPap that is a fully customer-led innovation. The improvements in user experience, design, and simplified customer journeys of the app were fueled by customer feedback.