Family bank wins Best Customer Experience Award 2023

Family Bank has been recognized and awarded as the Best in Internal Customer Experience at the 2023 Service Excellence Awards organized by Institute of Customer Experience (ICX) Kenya.

The Best Internal Customer Experience Award category recognizes organizations that strategically design in-depth, comprehensive initiatives and strategies that create a conducive, exciting and engaging employee experience to yield internal customer satisfaction, retention and recognition.

“The main objective of bolstering internal customer experience is to foster a customer centric culture within the Bank. In our continuous bid to drive and uphold a customer centric culture, Family Bank acknowledges the fact that a happy internal customer makes a happy external customer. In collaboration with the Human Resources department several initiatives have been implemented over the years to ensure our internal customer experience is top notch, to drive external Customer Excellence,” said Family Bank Head of Service Excellence Joyce Mwangi

The ICX Service Excellence Awards recognize and celebrate the success of corporates that provide exemplary service to their customers.

“We prioritize our employees’ training, development and well-being through open communication, training programmes and other incentives to cultivate a good organisational culture.This award is therefore a testament to our commitment to creating a culture of customer centricity,” she said.

Earlier this year, Family Bank was voted overall 1^st Runner’s Up Top Bank in Kenya and the Top Tier II Bank in Customer Experience based on an industry-wide survey that was conducted by the Kenya Bankers Association (KBA).