I&M Bank ranks first in Consumer Sentiment on Social Media
I&M Bank Kenya staff members. Courtesy photo
I&M Bank has emerged as the top-ranked bank in the Kenya Banking Consumer Sentiment on Social Media Index 2024, powered by DataEQ.
This accolade places I&M Bank at the forefront of the industry, reflecting its strong connection with customers across digital platforms.
The DataEQ Index, which analysed over 502,000 public online consumer posts, revealed that I&M Bank achieved a sentiment score of over 72 percent, significantly outpacing the industry average by 56 percent.
This latest recognition comes on the heels of I&M Bank being named the "Most Customer-Centric Bank" at the 2024 Think Business Banking Awards.
The bank management told AVDelta News that both honors underscore the bank's ongoing commitment to prioritizing customer feedback and enhancing service delivery.
The Chief Executive Officer (CEO) I&M Bank Kenya Gul Khan, 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," Mr Khan said.
He highlighted the bank’s initiatives, including free bank-to-M-Pesa transfers for Personal and Solo Biz (Sole Proprietors) customers, significant investments in their digital app, and the introduction of innovative products like the Fikisha Goalz savings plan.
Additionally, I&M Bank has expanded its branch network to enhance customer accessibility, with plans to open more branches this year.
As I&M Bank celebrates its Golden Jubilee, Mr Khan credited the bank's success to the dedication and passion of his team, noting their relentless focus on delivering exceptional customer service.
DataEQ’s analysis categorised consumer sentiment into public, operational, and reputational segments.
I&M Bank excelled across all operational parameters,including products, digital experience, transactions, pricing, customer service, account administration, and physical facilities.
Head of Client Strategy at DataEQ Liska Kloppers noted that beyond coming first, I&M Bank’s performance in DataEQ’s latest Kenyan Banking Sentiment Index stands out.
“This is because their overall sentiment was 56 percent higher than the industry average, and they were the only bank to achieve a positive Operational Net Sentiment score," Ms Kloppers said.
This recognition solidifies I&M Bank's position as a leader in customer satisfaction, setting a benchmark for the industry in consumer engagement and service excellence.