On the strategic pillar to Fortify the Core, NCBA Group improved its service uptime to 99.74 percent on the back of new technology infrastructure investments including Cybersecurity protection, CRM driven customer experience plus AI powered onboarding, credit and claims customer journeys.
The growth of Digital Channels Net Promoter Score (NPS) to 62 and recognition of service excellence by the KBA 2025 Customer Experience Survey signaled strong customer advocacy and trust in the NCBA Brand. Additionally, the NCBA ConnectPlus upgraded online transactional banking solution continues to enhance customer experience for the significant Sh181 billion in lending and Sh211 billion in deposits corporate business.