27.02.2020 at 21h21
Using cellular banking by financial institution prospects in Kenya rose to 57 % in 2019 from 49 % recorded in 2018, based on this yr’s version of the Kenya Bankers Affiliation (KBA) Survey launched on Thursday.Based on the survey, the spike was additionally skilled within the utilization of Web banking channels, whose choice doubled from 16 % in 2018 to 34 % the next yr.
Regardless of the rising total choice for digital channels as transaction platforms, greater than half of financial institution prospects would moderately name a customer support agent whereas submitting complaints or making enquiries.
“The excessive choice of cellular banking partly might be as a result of excessive cell phone penetration which has reached virtually near-saturation ranges in comparison with Web adoption,” famous the findings.
“Total, this exhibits that prospects are warming as much as digital channels. These transformations have been enabled by banks’ continued funding in lower-cost digital capabilities which have consequently boosted prospects’ adoption given their simplicity and comfort,”.
The survey identified that fully-automated banking companies have been most popular extra in 2019 (24 %) in comparison with 2018(5 %).
The findings come at a time when banks are rolling out improvements reminiscent of Chatbots based mostly on Synthetic Intelligence in line with the wants and expectations of shoppers.
The improvements have additionally been motivated by the will to bolster operational effectivity by way of automation.
“From the survey’s findings, there’s a clear indication that expertise stays an vital driver of buyer satisfaction and selling prospects’ seamless interplay with banks’ transaction channels,” KBA Chief Government Officer Dr. Habil Olaka advised reporters in Nairobi.
Whereas prospects’ choice for digital channels is on the rise, the survey signifies that branches are nonetheless an vital channel for buyer engagement as 22 % nonetheless favor to go to the department, highlighting the necessity for banks to think about department networks not solely as a footprint for transactional functions however to additionally as interplay hubs.