Kenyans are embracing an online service dubbed “my 15 minute chat with a bank CEO”, says the country’s umbrella bankers association.

The monthly online chat room, started last year by the Kenya Bankers Association (KBA), connects bank heads to their customers to discuss topics such as interest rates, how to finance a home, investment tips and careers in banking.

A chief executive spends about 45 minutes online replying to various questions with each top official handling around 40 online members. KBA selects the topic and posts it before hand for anyone interested to engage the chief executive handling the selected topic. The forum is also conducted at the KBA website.

And the body says the initiative has taken off to such an extent that it is planning to make the service available weekly or even bi-weekly.

“We received very positive feedback from the initial chief executive officer chat from not only Kenya but also Rwanda, the United States, Australia, and even South Korea,” said Habil Olaka, KBA chief executive officer.

Prominent banking heads who have been ‘grilled’ by the online community include former Kenya Commercial Bank chief exec Martin Oduor and Richard Etemesi of Standard Chartered.

An analyst says the service could spur on banks to tailor more customer friendly financial products and services.

“Customers have for long been frustrated dealing with customer care attendants who they feel don’t address their needs amicably,” said Hannah Kagwe a financial consultant with Pinedab Finances Limited.

“A customer aware that he is dealing with a bank CEO will vent all his problems because he knows he is being listened to by a senior person; banks on the other hand seems to be taking this seriously,” said Kagwe.