Accolades and exemplary user experiences as a business strategy

Kenya’s banking technology users have spoken, and they express a strong likelihood to recommend their preferred institution’s technology. This underscores a benign sense of trust and confidence in the reliability of both app and internet banking services. Amidst the sea of options, among mobile money and banking, and online banking services users aged 18 and above, whom we surveyed, KCB, Absa, Family, StanChart, NCBA, Stanbic, and I&M shine brightest for their apps, while the Internet Stars’ are KCB, Stanbic, and I&M, earning accolades for exemplary user experiences and forward-thinking tech solutions. Other banks also stand out as leaders in customer advocacy, with their mobile banking apps and Internet banking services garnering exceptionally high Net Promoter Scores. This recognition reflects the successful integration of technology into banking operations, driving superior customer satisfaction and loyalty.

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