NAIROBI, Kenya- In a year marked by intense competition in Kenya’s banking sector, I&M Bank has emerged as the top-ranked bank in the 2024 Kenya Banking Consumer Sentiment on Social Media Index.
Powered by Data EQ, this comprehensive analysis tracked over 502,000 public online consumer posts, placing I&M Bank at the forefront with an impressive 72pc score.
This achievement positions the bank a remarkable 56pc above the industry average, highlighting its exceptional performance in the digital space.
The recognition from Data EQ is not just another feather in I&M Bank’s cap. It follows closely on the heels of the bank’s recent accolade as the Most Customer-Centric Bank at the 2024 Think Business Banking Awards.
These accolades underscore I&M Bank’s unwavering commitment to putting customers at the heart of its operations.
Gul Khan, CEO of I&M Bank Kenya, expressed his gratitude for the recognition, stating, “A big thank you to our customers for giving us this massive recognition. We continue to focus on providing products and services that are relevant for all Kenyans.”
One of the key initiatives that has resonated with customers is the bank’s decision to offer free bank-to-M-PESA transfers for both Personal and Solo Biz (Sole Proprietors) customers.
This move, coupled with significant investments in their digital app, which now supports digital account opening, short-term unsecured loans, and the innovative Fikisha Goalz savings product, has reinforced I&M Bank’s reputation as a forward-thinking, customer-focused institution.
The Data EQ Index classifies consumer sentiment into three categories: public, operational, and reputational. I&M Bank didn’t just lead the pack—it soared above it.
The bank scored exceptionally well across all parameters in the operational category, including products, digital experience, transactions, pricing or fees, customer service, account administration, and physical facilities.
Liska Kloppers, Head of Client Strategy at Data EQ, highlighted I&M Bank’s standout performance, noting that the bank was not only first in overall sentiment but was also the only bank to achieve a positive Operational Net Sentiment score.
“I&M Bank’s performance in our latest Kenyan Banking Sentiment Index stands out because their overall sentiment was 56pc higher than the industry average,” she said.
As I&M Bank celebrates 50 years of service, the recognition from both Data EQ and the Think Business Banking Awards is a testament to the hard work and dedication of its team.
Gul Khan is optimistic about the future, stating, “We have also expanded our branch network significantly to be closer to our customers and will be opening more new branches this year.”
As the bank continues to innovate and expand, it’s clear that I&M Bank is not just keeping pace with the industry—it’s leading the charge.
