10 June 2024

KBank tops consumer satisfaction and brand loyalty survey, as gauged by Net Promoter Score

​             KASIKORNBANK (KBank) has been ranked as the number-one bank in Thailand in terms of customer satisfaction and brand loyalty, as measured by the Net Promoter Score (NPS) based on a 2023 survey of NielsenIQ – a leading global consumer research company. This achievement marks the fifth consecutive year that KBank has topped the rankings in the overall service and channel categories. Additionally, K PLUS has been recognized as the number-one mobile banking application for the third year in a row. KBank's success can be attributed to its profound understanding of customer needs and commitment to delivering exceptional services across multiple channels. Guided by its “Digital First Experience" strategy, the Bank leverages technology and employee capabilities to seamlessly integrate products and services across all touchpoints. KBank continues to meet the diverse financial needs of its customers – now topping 23.4 million.

​             Dr. Pipatpong Poshyanonda, KBank President, said, “According to the 2023 Net Promoter Score (NPS) survey conducted by NielsenIQ, a leading global consumer research firm, KBank has been ranked as the number-one bank in Thailand in the category of overall services and channels for five consecutive years. This achievement reflects the Bank's unwavering commitment to gaining a profound understanding of customers' needs, ensuring a positive customer experience across our services. KBank has successfully implemented a “Digital First Experience" strategy, which prioritizes digital channels to cater to today's digitally-driven lifestyles where convenience and speed are essential. This approach seamlessly blends digital services with human-assisted interactions for complex transactions. Moreover, KBank has extended its digital services through partnerships with various businesses, allowing customers to easily access the Bank's financial services anytime, anywhere."

​             There are four additional categories of KBank's products, services, and service channels that consumers have rated number-one in the NielsenIQ survey: 1) K PLUS, a mobile banking application that is user-friendly, convenient, fast, and has a stable system; 2) the service from branch employees, who are professional and attentive, understand customers' needs, and can provide excellent advice; 3) the K-Contact Center, where staff members can offer useful answers, advice, and solutions for customers' problems, all through multiple contact channels; and 4) a comprehensive, easy-to-use service network allowing customers to conduct financial transactions more conveniently and quickly, such as K-ATMs and K-CDMs.



​             Dr. Pipatpong said
that KBank continues to focus on enhancing the efficiency of its existing channels and introducing new services to provide greater convenience for customers, with priority given to two main channels:

​             1. Financial service: K PLUS is a key channel, with over 22.2 million users (as of March 2024). K PLUS has been integrated with various platforms and applications that customers use in their daily lives, offering ease of use, system stability, and security. Additionally, more than 806 KBank branches are available to provide advice and assist customers with complex transactions. There are also over 10,667 K-ATMs and K-CDMs, and more than 210,000 KBank service points nationwide, providing customers greater convenience. Special branches such as KLOUD by KBank Siam Square, the first innovative iconic green building, offer free access to customers, students, and the general public.

​             2. Information and advisory services: There are two channels, including 1) K-Contact Center, through which customers can directly contact related staff members. A new channel has been introduced where customers can contact the K-Contact Center with a free call via K PLUS. This process includes pre-verification of identity and a menu where customers can select the service they wish to contact a staff member for, making it possible to serve customers faster; and 2) KBank Live, where customers receive notifications of various transactions, and they can inquire for additional information or advice on problem resolution through the LINE Official Account.

​             The success of the “Digital First Experience" strategy has also earned the Bank a total of 11 awards from 5 organizations, both nationally and internationally. These include:  

​             1) The Asian Banker: Global Excellence in Retail Finance Awards 2024: KBank has received three awards, as follows: 
​             1. Best Retail Bank in Thailand, for the 15th consecutive year   
​             2. Most Recommended Retail Bank in Thailand (Bank Quality Consumer Survey), for the second consecutive year 
​             3. Best Mobile Banking Service for K PLUS, for the third consecutive year   

​             2) Retail Banker International: Asia Trailblazer Awards 2024:
KBank has received two awards, as follows:   
​             1. Best Retail Bank – Thailand, for the third consecutive year 
​             2. Highly Commended – K PLUS for Excellence in Mobile Banking  

​             3) The Digital Banker: Digital CX Awards 2024: KBank has received two awards, as follows: 
​             1. Best Retail Bank for Digital CX in Thailand, for the third consecutive year   
​             2. Outstanding Digital CX – Mobile Banking (Retail Banking), for K PLUS

​             4) The 12th Thailand Social Awards, organized by WISESIGHT: KBank has received two awards, as follows:   
​             1. Winner - Best Performance on Social Media, in the banking category 
​             2. Winner - Best Performance on Platform LINE VOOM (highest viewership in 2023) 

​             5) Thailand's Most Admired Company and Thailand's Most Admired Brand, by BrandAge: KBank has received two awards, as follows:   
​             1. 2023-2024 Thailand's Most Admired Company: KBank was recognized as the most trusted bank for social responsibility among commercial banks.
​             ​​2. 2024 Thailand's Most Admired Brand: K PLUS was recognized as the most trusted and reliable mobile banking platform among consumers.



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