Supporting MSMEs Through the Pandemic

CUSTOMER FIRST KCB Customer Excellence Scores 200 ATM Deposits 172 Steady improvement in customer satisfaction driven by investment in self serve channels 54 48 150 42 30% 100 24% 20% 38 89 24 40 12 93% Growth in value of ATM deposits to Kes 172B with Kes 86B deposits collected Q3 19 Q3 20 Q3 21 Q3 19 Q3 20 Volumes (Kes B) Q3 21 No. of CDMs* ** INPS* --CES * Industry average at 34 as at Q2 2021 46% of contact center calls resolved through interactive voice response (IVR) Customers' average wait times dropped from 14 minutes in December 2020 to 6 minutes in September 2021 **Cash deposit machines 7

View entire presentation