In Kenya, banks continue to enjoy high customer satisfaction, with 84. 6 per cent of respondents in the 2025 Banking Customer Satisfaction Survey conducted by the Kenya Bankers Association (KBA) saying that their experience with their main bank was excellent or good.
”As the KBA states in this year’s report customer satisfaction is a strength, but the strategic objective is to convert it into loyalty, advocacy, and primacy.”Put differently, your customers are saying that contentment should not be confused with commitment.” David Kibet Kimei, Director General Competition Authority of Kenya
However, loyalty seems to be on a decline as the NPS score decreased from 44. 0 in 2024 to 42. 6 in 2025, indicating that although customers are highly satisfied, they are not necessarily becoming stronger advocates of the bank.
The research which drew on the views of 40,854 people, found that the number of customers who resort to digital banking is on the rise. Out of all the banking channels, mobile banking is the most popular at 60. 1 per cent, with online banking coming second at 49. 7 per cent.
Yet, brick and mortar branches still play a significant role since 34. 7 per cent of the customers indicated them as their preference for complicated transactions and live assistance.
