The battle for Kenya’s banking customers is no longer being fought at the branch counter, but on the smartphone screen. The Kenya Bankers Association (KBA) in its recently released 2025 Customer Satisfaction Survey, revealed a significant shift in customer priorities, while crowning Equity Bank (Kenya) as the industry leader in overall customer experience.
The comprehensive survey, which gathered insights from over 40,000 respondents, makes it clear that while digital adoption is nearly universal, the competitive edge has moved from simply having digital channels to executing them with flawless reliability and responsiveness.
Key Trends Shaping the Sector
The KBA report provides a clear snapshot of the modern Kenyan banking customer: they are digital-native, time-sensitive, and increasingly expect sophisticated, seamless service. Key findings include:
Mobile Banking is Non-Negotiable: A commanding 60.1% of customers now rank mobile banking as their most preferred channel, cementing its role as the primary gateway to financial services.
AI is Delivering Real Value: No longer a futuristic concept, Artificial Intelligence is actively improving the customer journey. 76.8% of respondents stated that AI-driven tools, such as fraud alerts and personalized support, have enhanced their satisfaction with banking.
The Need for Speed: When problems arise, patience is in short supply. The survey found that 66.5% of customers expect their complaints to be resolved within two days, making efficient service recovery a critical measure of a bank’s performance.
Inclusion as a Standard: Accessibility is gaining prominence, with 93.7% of customers with disabilities reporting they can bank independently. This indicates a growing expectation for services designed inclusively from the ground up.
Equity Bank’s Crowned CX Winners
In a crowded and competitive field, Equity Bank emerged as the overall winner and the top performer among Tier 1 banks. NCBA were runners up, while KCB Bank came in position 3 for both categories.
The 2025 KBA survey serves as a crucial benchmark for the financial sector. It signals that the era of competing on digital features alone is over. The new battleground is digital trust, built on a foundation of reliability, speed, and inclusivity.
Read Also: How Digital Transformation Is Helping Kenyan Companies Grow and Reach More Customers