Prime Bank has emerged first runners-up in Best Bank in Customer Responsiveness and
Satisfactory Digital Experience in Tier two category in the 2021 Banking Industry Customer
Satisfaction Survey conducted by Kenya Bankers Association.
Celebrating the win, the bank’s Managing Director Bharat Jani said, “This recognition by our
customers affirms our deliberate and consistent efforts and investment to provide personalized and seamless best-in-class digital banking service to our customers across our touch points.”
The survey is an annual undertaking of the Kenya Bankers Association aimed at enhancing
customer experience in the banking industry. The 2021 survey was carried out in the backdrop
of the Covid 19 pandemic which saw the industry redefine the conduct of business especially in
access to services by customers.
“The award, which is a pleasant improvement from the previous year in which we ranked third, shows our relentless efforts in ensuring that our customers get the best services”, Jani added.
The award also comes at a very important stage in the bank’s history as this year it mark 30
years of putting our customers first. This award affirms the bank’s commitment to ‘Putting its
Customers First’ and its continued strive for excellence in providing quality banking solutions in
line with its vision of being the first-choice financial service provider.
The survey showed that banking Apps are the topmost preferred digital banking channel,
endorsed by 26 per cent of the respondents, followed by mobile banking with 25 percent, while
46.7 percent of the respondents preferred fully automated or self-service banking services
signifying that the pandemic has accelerated the adoption of digital banking.