Family Bank Bags Best Internal Customer Experience Award

Family Bank has been recognized and awarded as the Best in Internal Customer Experience at the 2023 Service Excellence Awards organized by the 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 1st 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).

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Lawrence Baraza

Lawrence Baraza is a dynamic journalist currently overseeing content at Metropol TV Digital. With a keen focus on business news and analytics, Lawrence guides the platform in delivering insightful, data-driven content that empowers its audience to make informed decisions. Lawrence’s commitment to quality and his ability to anticipate market trends make him a key figure in the digital media landscape. His work continues to shape the way business news is consumed, making a significant impact in the field.

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