Best Internal Customer Experience Award Goes To Family Bank

Family Bank has been recognized and awarded as the Best in Internal Customer Experience at the 2023 Service Excellence Awards organized by the Institute of Customer Experience (ICX) Kenya.

The Best Internal Customer Experience Award category recognizes organizations that strategically design in-depth, comprehensive initiatives and strategies that create a conducive, exciting, and engaging employee experience to yield internal customer satisfaction, retention, and recognition.

“The main objective of bolstering internal customer experience is to foster a customer-centric culture within the Bank. In our continuous bid to drive and uphold a customer-centric culture, Family Bank acknowledges the fact that a happy internal customer makes a happy external customer. In collaboration with the Human Resources department several initiatives have been implemented over the years to ensure our internal customer experience is top-notch, to drive external Customer Excellence,” said Family Bank Head of Service Excellence Joyce Mwangi.

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The ICX Service Excellence Awards recognize and celebrate the success of corporations that provide exemplary service to their customers.

“We prioritize our employees’ training, development, and well-being through open communication, training programs, and other incentives to cultivate a good organizational culture. This award is therefore a testament to our commitment to creating a culture of customer centricity,” she said.

Earlier this year, Family Bank was voted overall 1^st Runner’s Up Top Bank in Kenya and the Top Tier II Bank in Customer Experience based on an industry-wide survey that was conducted by the Kenya Bankers Association (KBA).

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