In terms of online experience, I still think StanChart beats NIC bank (these are my only experiences) in terms of getting in and doing what you really want to do and get out 

./Ok3ch

On Tue, Jun 9, 2015 at 1:46 PM, Okechukwu <okechukwu@gmail.com> wrote:
@Haggai There is RTGS and EFT - If your bank offers you a choice, you need to know what you really want. 

RTGS is realtime and happens in real time, no batch processing
EFT is batch processed and often might actually happen after the end of day
Both have a cutoff of 3:30pm and after that, its until the next day

I know NIC charges me for RTGS but doesn't charge for EFT - StanChart defaults to RTGS and doesn't charge you if you are in the one tariff banking

./Ok3ch

On Tue, Jun 9, 2015 at 12:22 PM, K Machuhi via skunkworks <skunkworks@lists.my.co.ke> wrote:
George,

Customer experience is more about people than systems. The way the problem is framed...  followed up... resolved - makes all the difference. Banks hire creamiest of cream...too swagish to care about customers (my opinion).
 
As for Systems:

from the discussion above, CfC, NIC, CBA are generally approved as to provide good customer experience.
Their similarities:
- they are supplied with core system by same vendor
- they invest in local expertise for systems support/ integration.
- are generally moving towards middleware and breaking reliance on core system to do everything including 'make coffee'.
- they are leaders in internet and mobile banking experience.



On Wed, May 6, 2015 at 7:46 PM, George Irungu via skunkworks <skunkworks@lists.my.co.ke> wrote:
I have no problem with occasional downtime as that is almost inevitable with systems. The problem is when customer care won't straight up tell you they are experiencing an issue and instead take you round and round with unhelpful questions.



Date: Wed, 6 May 2015 15:41:33 +0300

To: kkairu@gmail.com; skunkworks@lists.my.co.ke
Subject: Re: [Skunkworks] Banks in Kenya
From: skunkworks@lists.my.co.ke

I've always defended BBK but today has been my worst experience. In a span of less than 24 hrs, the following have occured:

a) Their Mpesa to BBK account via lipa na mpesa is effected the next day if you transact after 3 pm. Woe unto you if it's a Friday. Who does not have realtime Mpesa/Bank interface in 2015??

b) Paypal transaction via BBK debit card failed, despite over 1hr chat with customer care. Issue was escalated to IT and they were to call me. I give them benefit of the doubt here though. It could be an issue with Paypal

c) I gave up and decided to transfer the cash to another provider. I did an Account to Mpesa transfer from BBK online banking. As fate would have it, their systems are experiencing issues with Mpesa. I don't know if other banks are affected. The annoying thing is that the reversal can only be done tomorrow (or next working day) after they receive recon files from safcom. Yet the money is already debited from my account. Basically I can't access the money from Mpesa or my account. That's a very dangerous thing to do to a customer if you ask me. Especially in case of an emergency



On Wed, May 6, 2015 at 2:35 PM, Kennedy Kairu Kariuki via skunkworks <skunkworks@lists.my.co.ke> wrote:
You'll never go wrong with StanChart - Online or 722 even outside the country


Kind Regards,

Kennedy KK

Mobile: +254721699119
Skype: k.kairu
Gtalk: kkairu


On Wed, May 6, 2015 at 2:18 PM, Ben via skunkworks <skunkworks@lists.my.co.ke> wrote:
Reason being KCB has a bigger financial asset base not just in Kenya but in East Africa.
From: Peter Karunyu via skunkworks
Sent: 5/6/2015 13:53

To: George Irungu; Skunkworks Mailing List

Subject: Re: [Skunkworks] Banks in Kenya

Guys, how is it then that KCB is valued highest at NSE ahead of Equity?

On Wed, May 6, 2015 at 1:19 PM, George Irungu via skunkworks <skunkworks@lists.my.co.ke> wrote:
I agree, KCB is proudly leading from the bottom, 

NIC could easily be the best at service delivery with a portal that ensures you rarely have to go to the bank and good turn around time.

-George









Date: Wed, 6 May 2015 10:39:55 +0100
To: kkairu@gmail.com; skunkworks@lists.my.co.ke
Subject: Re: [Skunkworks] Banks in Kenya
From: skunkworks@lists.my.co.ke

My experience, KCB is one of those leading from the bottom - I am happy with services at StanChart and NIC Bank so far - customer services of both are up there!

./Ok3ch

On Wed, May 6, 2015 at 10:35 AM, Kennedy Kairu Kariuki via skunkworks <skunkworks@lists.my.co.ke> wrote:
@Joan, are agents able to reverse a transaction? I know a person who insists on bank branch receipts (though similar with the agents but with addition of the agent name) because of the reversals.


Kind Regards,

Kennedy KK

Mobile: +254721699119
Skype: k.kairu
Gtalk: kkairu


On Wed, May 6, 2015 at 12:33 PM, Joan Wanjiku <jociku@gmail.com> wrote:
Mike,

I hate to the one to break it to you but yeah, you've been wasting your precious minutes. Once you go agent, you never go back. Try it.

On Wed, May 6, 2015 at 12:24 PM, Kennedy Kairu Kariuki <kkairu@gmail.com> wrote:
@Michael, Easy247. I go to the branch because I want to not because I have to.


Kind Regards,

Kennedy KK

Mobile: +254721699119
Skype: k.kairu
Gtalk: kkairu


On Wed, May 6, 2015 at 12:19 PM, Joan Wanjiku via skunkworks <skunkworks@lists.my.co.ke> wrote:
Mike,

Why not use an Equity agent?

Br.

On Wed, May 6, 2015 at 12:07 PM, Michael Bullut via skunkworks <skunkworks@lists.my.co.ke> wrote:
It's Equity leading from the bottom... I always dread the queues especially when paying my rent!


On 6 May 2015 at 11:52, Tusker 21 via skunkworks <skunkworks@lists.my.co.ke> wrote:
Is there any survey rating banks in Kenya? Especially based on service delivery and customer satisfaction?

I do not know which one is the market leader but i am certain co-op bank might be leading from the bottom.

R,
T21

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