Equity Group Sees 87% Of Transactions Go Digital As Customers Embrace App And USSD Services

Equity Group’s half-year results have revealed a striking transformation in customer behavior, with 87% of all transactions now taking place on digital platforms. In the first six months of the year alone, the bank’s mobile and digital channels processed more than 184 million transactions, underlining the growing dominance of app-based and USSD services in Kenya’s financial landscape.

This shift reflects a broader trend in the banking industry, where convenience, accessibility, and cost efficiency are reshaping how customers interact with financial services. For Equity, the numbers are more than just statistics; they signal the success of a long-term digital-first strategy aimed at breaking down barriers to financial access.

Equity’s mobile app and USSD platforms have become central to this revolution. Customers can now check balances, send money, pay bills, and access loans without visiting a branch—saving time and reducing transaction costs. In rural and remote areas where physical bank branches may be far apart, USSD banking has proven particularly transformative, offering access to services on even the most basic mobile phones without the need for an internet connection.

“This is about meeting customers where they are and giving them the freedom to transact anytime, anywhere,” said the Group CEO in a statement accompanying the results. “Digital channels are not just convenient; they’re democratizing access to financial services for millions.”

Beyond convenience, the digital shift is helping the bank manage operational costs more effectively. Processing transactions through digital platforms is significantly cheaper than over-the-counter transactions, allowing the bank to reallocate resources towards product innovation and customer service improvements. This operational efficiency also supports Equity’s ability to maintain competitive transaction costs for customers.

The move toward digital banking also plays a vital role in promoting financial inclusion. With smartphone penetration rising steadily in Kenya and mobile money services now deeply embedded in everyday life, more people are gaining access to formal financial services. Equity’s platforms seamlessly integrate with mobile money ecosystems, making it easier for customers to bridge between traditional banking and mobile money wallets.

The bank’s rapid digital adoption is a testament to its ability to read market trends and respond with scalable solutions. By building user-friendly, secure, and widely accessible platforms, Equity has positioned itself as a leader in Kenya’s digital banking space—one that is not just riding the wave of technological change, but actively shaping it.

If the current momentum continues, the bank’s vision of a branchless, fully integrated digital financial ecosystem could be closer than ever—transforming not only how Kenyans bank, but how they live, work, and transact in an increasingly cash-light economy.

Read Also: Equity Group Posts 17% Growth In Profits After Tax To Ksh 34.6 Billion