NAIROBI, Kenya – I&M Bank has emerged as the top performer in the Kenya Banking Consumer Sentiment on Social Media Index 2024, powered by Data EQ.
This recognition highlights the bank’s strong consumer sentiment, tracked across 502,000 public online posts, where I&M Bank scored over 72%, significantly surpassing the industry average by 56%.
This achievement is a testament to I&M Bank’s commitment to customer satisfaction, following its recent accolade as the Most Customer-Centric Bank at the Think Business Banking Awards.
I&M Bank Kenya CEO Gul Khan expressed gratitude to the bank’s customers for their support, emphasizing the importance of listening to customer feedback.
Khan highlighted the bank’s ongoing efforts to provide relevant products and services to all Kenyans.
These include offering free bank-to-M-PESA transfers for personal and sole proprietor accounts, enhancing the digital experience through their mobile app, and expanding their branch network across the country.
As the bank celebrates its 50th anniversary, Khan praised his team for their dedication to customer service.
The Data EQ analysis categorized consumer sentiment into three main areas: public, operational, and reputational. I&M Bank excelled across all parameters in the operational category, which includes products, digital experience, transactions, pricing, customer service, account administration, and physical facilities.
Liska Kloppers, Head of Client Strategy at DataEQ, noted that I&M Bank’s performance was particularly impressive, as they were the only bank to achieve a positive Operational Net Sentiment score, outperforming key industry players.
This recognition highlights the bank’s strong consumer sentiment, tracked across 502,000 public online posts, where I&M Bank scored over 72%, significantly surpassing the industry average by 56%.
This achievement is a testament to I&M Bank’s commitment to customer satisfaction, following its recent accolade as the Most Customer-Centric Bank at the Think Business Banking Awards.
I&M Bank Kenya CEO Gul Khan expressed gratitude to the bank’s customers for their support, emphasizing the importance of listening to customer feedback.
Khan highlighted the bank’s ongoing efforts to provide relevant products and services to all Kenyans.
These include offering free bank-to-M-PESA transfers for personal and sole proprietor accounts, enhancing the digital experience through their mobile app, and expanding their branch network across the country.
As the bank celebrates its 50th anniversary, Khan praised his team for their dedication to customer service.
The Data EQ analysis categorized consumer sentiment into three main areas: public, operational, and reputational. I&M Bank excelled across all parameters in the operational category, which includes products, digital experience, transactions, pricing, customer service, account administration, and physical facilities.
Liska Kloppers, Head of Client Strategy at DataEQ, noted that I&M Bank’s performance was particularly impressive, as they were the only bank to achieve a positive Operational Net Sentiment score, outperforming key industry players.
