The advent of social media has revolutionized almost everything including how businesses are conducted.
Social media is like a train, that long left the station and those not on board risk losing out completely, never to recover again.
Kenyan commercial banks, together with consolidating most of their products and services from the traditional banking halls to a mobile phone, they have adopted the use of social media in reaching out to both existing and prospect customers.
Through social media, Kenyan commercial banks are able to be in touch with their customers, get real-time feedback as well as addressing queries from their concerned clients on time.
Soko Directory carried out a small study, using our newly developed tool, Raptor Research, on the most active commercial bank on Twitter.
Kenya Commercial Bank
On top of the list is Kenya Commercial Bank (@KCBGroup) with more than 258,000 followers. KCB, according to the social media enthusiasts, is one of the most hilarious banks in terms of posting on Twitter. Their account does not only inform their customers, it entertains them too. They have managed to ‘be in touch’ with their customers in all the categories. Their humor is a great plus.
Co-operative Bank Kenya
Co-operative Bank Kenya is the second most active lender on Twitter. With more than 222,000 followers, the lender through (@Coopbankenya) has been interacting with their customers for various products and services. They reply to questions within the shortest time possible and are always out to retweet, like or reply to a comment or post that endorses them.
However, the only little setback is that the account is always ‘too professional’ with no ‘light moments’ and at some point, replies seem the same. It, however, beats KCB in terms of professionalism.
Equity Bank Kenya
Equity Bank Kenya came is as third most active bank on Twitter. The lender scored highly in terms of how its account (@KeEquityBank) replies to questions asked by their customers. The answers, according to customers are usually detailed and if it is a problem raised, the answers always address them fully or if not, ask for more information from the customer. In terms of regular posting, however, the lender is not as active as such as little as two posts a day.
Surprisingly, our tool picked Rafiki Bank as the fourth most active lender on Twitter. With more than 29,000 followers, @RafikiBank emerged top in the use of attractive artworks that blend with their corporate colors and at the same time sending out the intended message. The bank also scored top as the bank that likes, retweets and quotes messages that endorses their products and services.
Barclays Bank of Kenya came in fifth as the most active bank on Twitter. Barclays topped in terms of posts that are entirely related to the brand. It, however, did not do so well in terms of replying to customers on time. In terms of using creative artworks and images, the bank still has some work to do. Their bio came out as the best in terms of having ‘touch with the audience’.
Other lenders on the list included:
Diamond Trust Bank