KPMG Survey Shows Customer Experience Outweighs Cost in Kenya’s Banking Preferences

The 2024 Kenya Banking Industry Customer Experience Survey, titled “Beyond Satisfaction, Towards Delight,” conducted by global consulting firm KPMG, has revealed that excellent customer experience is the primary factor influencing Kenyan bank customers’ preferences, surpassing even the cost of banking services. The research was conducted in three regions covering Nairobi region, Coast Region and Western...

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KPMG Survey Shows Customer Experience Outweighs Cost in Kenya’s Banking Preferences

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