I&M Bank has been recognized as the number one bank in the Kenya Banking Consumer Sentiment on Social Media Index 2024, powered by Data EQ. The comprehensive analysis of consumer sentiment towards Kenya’s major banks tracked over 502,000 public online consumer posts. I&M Bank scored over 72% in the Data EQ Index, which was 56% higher than the industry average.
The achievement for the Bank follows another notable recognition at this year’s Think Business Banking Awards where I&M Bank won the Most Customer-Centric Bank. These accolades highlight our dedication to listening to our customers.
(TOP: I&M Bank’s Kilifi branch).
Gul Khan, CEO I&M Bank Kenya, expressed his gratitude, 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. For instance, we continue to save money for customers by providing free bank to M-PESA transfers for Personal and Solo Biz (Sole Proprietors) customers. We have also continued to invest heavily in our App to provide the best digital customer experience including digital account opening, short term unsecured loans and the new Fikisha Goalz savings products. We have also expanded our branch network significantly to be closer to our customers and will be opening more new branches this year. As we celebrate 50 years of I&M Bank, I am incredibly proud of my team for their hard work and passion for customer service.”
The data analysed was classified into three sentiment categories including public, operational and reputational. I&M Bank scored way above key industry players across all parameters in the operational category including products, digital experience, transactions, pricing or fees, customer service, account administration and physical facilities.
“Beyond coming first, I&M Bank’s performance in our latest Kenyan Banking Sentiment Index stands out as because their overall sentiment was 56% higher than the industry average and they were the only bank to achieve a positive Operational Net Sentiment score,” commented Liska Kloppers, Head of Client Strategy at DataEQ.
I&M Bank celebrates its golden jubilee this year since the incorporation of the company in 1974. The entrepreneurial spark of the Founder and Chairman Emeritus ignited a vision of greatness that has seen I&M Bank grow from a community-based lending outfit to a regional financial services market leader.
I&M Group has a long-standing presence in the Kenyan market with presence in banking, insurance and real estate. The Group offers a full range of banking and financial services covering Corporate & Institutional Banking, Personal & Business Banking, Bancassurance, Wealth Management, and Advisory services with presence spanning across 5 countries, that is – Kenya, Uganda, Tanzania, Rwanda and Mauritius.
I&M Bank was founded in 1974 as a financial services company and later converted to a commercial bank. It is now a wholly owned subsidiary of I&M Group Plc, a public company listed at the Nairobi Securities Exchange (NSE). I&M Group is regulated by the Central Bank of Kenya (CBK), Capital Markets Authority of Kenya (CMA) and the Nairobi Securities Exchange (NSE).
Be the first to comment