Kenya’s banking sector is making notable progress in customer satisfaction, with the 2024 Banking Customer Satisfaction Survey revealing a rise in loyalty and trust.
The industry’s Net Promoter Score (NPS) has increased to 44 per cent in 2024, up from 37.7 per cent in 2023, reflecting a stronger commitment to enhanced service delivery, digital banking innovation, and customer-centric solutions.
At least 58.1 per cent of customers now actively recommend their banks, signaling growing confidence in the sector.
The report also highlights that mobile and internet banking continue to be the most preferred channels, each scoring 6/6 in customer satisfaction. More than 56 per cent of customers favor self-service digital platforms for their convenience and 24/7 accessibility. Banks are also making strides in improving service response, with 75.44 per cent of complaints now resolved within two days, an increase from 66.4 per cent in 2023, demonstrating an industry-wide focus on efficiency and customer care.
Speaking at the report launch, Competition Authority of Kenya (CAK) Director General David Kibet Kemei emphasized the importance of transparency and financial wellness.
“Kenya’s banks are making positive strides, and with only 18.3% of Kenyans financially healthy, we encourage further investment in financial literacy, consumer protection, and tailored solutions to enhance overall well-being,” he said.
Kenya National Chamber of Commerce and Industry (KNCCI) CEO Ahmed Farah noted the progress in financial inclusion and the opportunities to extend services further. He said: “With MSMEs contributing 40% to our GDP, continued investment in partnerships, digital solutions, and AI-driven financial tools will unlock even greater economic opportunities.”
KBA CEO Raimond Molenje commended the industry’s innovation and customer focus while calling for further improvements. “Kenya’s banking sector remains at the forefront of innovation. By strengthening digital infrastructure and ensuring inclusive banking solutions—such as expanding accessibility initiatives—we can further enhance trust and convenience for all customers,” he said.
The survey also recognized banks for their exceptional customer experience. KCB Bank ranked as the best overall bank, followed by NCBA Bank and Equity Bank. In category rankings, KCB led as the best Tier 1 bank, Family Bank was recognized as the best Tier 2 bank, and ABC Bank ranked as the best Tier 3 bank. NCBA Bank and National Bank of Kenya secured second place in the Tier 1 and Tier 2 categories, respectively, while HF Group ranked second in Tier 3. The third-best customer experience rankings went to Equity Bank for Tier 1, Prime Bank for Tier 2, and Kingdom Bank for Tier 3. Absa Bank was recognized as the most improved bank in customer experience.
