How NCBA is enhancing its banking systems to serve every customer
The 2024 customer service week celebrations are well underway. This is a reminder of the crucial role that customer service plays in enhancing customer satisfaction and loyalty. NCBA has long demonstrated its commitment to putting its customer first and this year is no different.
With a proven track record in customer excellence, NCBA is not only celebrating its customers this week but also priding itself with the improvements it has made over the years in enhancing accessibility to drive customer satisfaction. “At NCBA we are committed to serving YOU the ‘Extra Ordinary’ way.” This message highlights NCBA’s dedication to ensuring that each customer feels valued and supported in every interaction with the bank.
Accolades
On March 5, 2024, the lender received accolades for its continued commitment to customer satisfaction. NCBA was recognized for its outstanding customer service, ranking second in a survey of 39 commercial banks conducted by the Kenya Bankers Association (KBA). This recognition is a testament to the bank’s dedication to enhancing customer experience and maintaining high service standards.
A year ago, NCBA expressed through its social media platforms : ‘At NCBA, our commitment is very clear, to put YOU at the heart of everything we do.’ This commitment has been demonstrated through the strategic enhancements seen over the years of the lender’s banking systems, digital platforms, and branch expansions, ensuring that customers from all walks of life receive extraordinary service.
Expansion
On October 2, 2023, the bank unveiled its new and updated service charter anchored on the Kenya Banking Sector Charter and the Banking Industry Customer Service Standards. “The charter is a testament to our commitment to protecting our customer’s rights and promoting fair treatment,” the bank noted.
By undertaking an ambitious branch expansion drive, NCBA has ensured that customers, even in remote areas, can easily access its products and services. The establishment of branches in : Murang’a, Kenol, Limuru, Githunguri, Makueni and Kahawa Sukari, are part of NCBA’s broader goal of financial inclusion, ensuring that everyone, regardless of their location can benefit from the bank’s offerings.
Additionally, NCBA’s digital transformation has been another significant stride in enhancing customer experience. The launch of the *NCBA Now App* has revolutionized the interactions of customers with products the bank is offering. Through the application, customers can access a wide range of services, including money transfer, balance checks and even loan applications – all from the comfort of their phones. The app not only drives financial inclusion, but also convenience. This focus on digital accessibility has led to the increase of customer satisfaction, as users can now manage their finances more efficiently.
With the establishment of the NCBA till, entrepreneurs can seamlessly make cashless transactions. NCBA’s transaction fees is affordable. No transaction can exceed Kshs. 200 on money collected on the till. This goes to show NCBA’s commitment to supporting the clientele running small businesses.
As we celebrate the customer service week, it is clear that NCBA has taken huge steps in ensuring that its systems and services accommodate the needs of every customer. Whether through the expansion of physical branches, the launch of digital innovative solutions like the NCBA Now app, or through direct customer engagements, the lender continues to set the bar for excellent customer service in Kenya. As a bank that prides itself on putting customers first, NCBA remains committed to serving YOU- the extra ordinary way.
Happy Customer Service Week!