The survey had over 15,000 respondents, including 455 persons living with a disability, and covered all the 47 counties.
The bank also emerged overall best in Responsiveness and Digital Experience in 2020 in the tier 1 category.
This was based on feedback from 90 percent of respondents who ranked the various banks based on the quality of their digital banking offering and overall innovativeness.
Standard Chartered Bank Kenya #ticker:SCBK has been named the best overall bank in the country, according to the Kenya Bankers Association 2020 Customer Service Survey.
The survey had over 15,000 respondents, including 455 persons living with a disability, and covered all the 47 counties.
The bank also emerged overall best in Responsiveness and Digital Experience in 2020 in the tier 1 category.
This was based on feedback from 90 percent of respondents who ranked the various banks based on the quality of their digital banking offering and overall innovativeness.
The bank was lauded for a superior digital banking experience with convenience, efficiency, ease of usage, friendliness of user interface and security cited as the critical factors determining overall user experience.
“The award reflects the commitment that the bank has made to continuously evolve and grow with our clients for the long term. Our banking experience is pegged on a seamless and safe customer experience which meets clients at their point of need,” Edith Chumba, StanChart’s Head of Consumer, Private, Business Banking for Kenya and East Africa said.
“Our clients are demanding faster and more convenient banking and the rapid adoption of our digital banking solutions is a clear indication that we are on the right path towards becoming a digital leader in the industry.”
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