ABC Bank has been recognised as the Best Tier 3 Bank during the release of the 2025 Banking Industry Customer Satisfaction Survey Report held in Nairobi on 30th April 2026, marking the Bank’s fourth win and sustained commitment to customer excellence.
Speaking on the significance of the award, Mr Shamaz Savani, ABC Bank Group Managing Director, emphasised the bank’s commitment to high-level operational standards, saying, “This recognition reflects the trust our customers have placed in us over the years, and affirms our commitment to customer-centric and operational excellence.”
The survey, which drew over 40,000 responses, benefited from significant enhancements undertaken by the KBA Customer Service Working Group, particularly in refining the survey questionnaire, enabling the report to present deeper and more actionable insights to support banks in strengthening products, services, and overall customer engagement strategies.
Speaking during the award ceremony, Dr. Adano W. Roba, Director, Policy, Research and Quality Assurance at the Competition Authority of Kenya, emphasised the evolving trends in modern banking driven by digital-native customers, increasing time sensitivity, and growing expectations for seamless service delivery, noting that, “Banking is no longer about resolving customer queries but how fast the query is resolved”
In previous years, ABC Bank received other awards in the Customer Satisfaction Survey, including Best Bank in Tier 3 Banks Category (2024), the Best Tier III Bank in Digital Experience (winner) – 2023 and 2nd runner-up in the same category – 2023. Looking ahead, ABC Bank remains committed to continuously improving and investing in digital experiences, stronger relationships, and smarter ways of delivering value to its customers.
