I&M Bank has emerged as the leading bank in the Kenya Banking Consumer Sentiment on Social Media Index 2024, an extensive study powered by DataEQ. The analysis, which evaluated over 502,000 public online posts from consumers, ranked I&M Bank first with an impressive score exceeding 72%, a remarkable 56% above the industry average.
This recognition is another feather in the cap for I&M Bank, following its recent accolade at the Think Business Banking Awards, where it was named the Most Customer-Centric Bank. These honors underscore the bank’s unwavering commitment to listening to and addressing customer needs.
Gul Khan, CEO of I&M Bank Kenya, expressed his gratitude, saying, “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 DataEQ report categorized the consumer sentiment into public, operational, and reputational sentiments. I&M Bank outperformed key industry players in the operational category, which covers aspects like products, digital experience, transactions, pricing, customer service, account administration, and physical facilities.
Commenting on I&M Bank’s performance, Liska Kloppers, Head of Client Strategy at DataEQ, said, “Beyond coming first, I&M Bank’s performance in our latest Kenyan Banking Sentiment Index stands out 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.”
For those interested in a deeper dive into the findings, the full report is available upon request on the DataEQ website: DataEQ Kenya Banking Sentiment Index Report.
