Equity Bank has been identified as the most preferred bank in Kenya according to a recent GeoPoll Straw Poll conducted in August 2017.
The survey conducted among 2,825 unique respondents in three African countries: Kenya, Nigeria, and South Africa on customer satisfaction in retail banking, also revealed that the level of customer service was the single biggest reason why bank account holders prefer one bank over another.
Queries about which bank was their primary account, 40 percent of respondents from Kenya mentioned Equity Bank, followed by KCB at 35 percent.
Co-operative Bank was the third most mentioned at 18 percent.
Results from the survey also indicated a digital transformation happening in Africa and the banking industry has not been spared.
Although convenience came second after customer service in South Africa and Nigeria, a majority of Kenyans (63 percent) prefer a bank that gives them convenience first.
62 percent and 50 percent of respondents in South Africa and Nigeria respectively picked convenience as the second best offering by their primary bank.