Why Majority of Kenyans Prefer Mobile and Internet Banking

A new report from the Kenya Bankers Association shows that a majority of customers are increasingly shifting towards digital platforms, with mobile and internet banking emerging as the most preferred channels for transactions.

Speaking during the launch of the 2025 Banking Customer Satisfaction Survey Report at Fairmont The Norfolk Hotel.

David K. Kemei revealed that 60.1% of respondents prefer mobile banking as their primary mode of transacting.

Nearly half of those surveyed also ranked internet banking as their first choice.

Customer Behaviour

These findings highlight a steady transformation in customer behaviour, which is driven by convenience and the accessibility of digital financial services.

However, despite the growing uptake of technology, just over a third of customers still value in-person services at the bank branches, pointing to the continued relevance of physical banking.

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The report further indicates that customer satisfaction levels in the sector remain relatively high. About 84.6% of respondents rated their main bank positively.

While 66.4%, on the other hand, expressed satisfaction with their secondary financial institutions.

Complaints Systems

In addition, two-thirds of customers said complaints handling systems are effective, with most issues resolved within two days.

However, the industry’s Net Promoter Score, a measure of customer loyalty, stood at 42.6%, marking a slight decline from 44%, which was recorded in the previous year.

According to Kemei, the figures suggest that while customers may be satisfied, this does not necessarily translate into loyalty.

He also noted that dissatisfaction, even among a minority group, can easily damage institutions through negative word of mouth.

Consumer Experience

The Competition Authority of Kenya has, in recent years, raised concerns over issues affecting consumer experience.

This includes hidden charges, poor disclosure of loan costs, and barriers that make it difficult for customers to switch banks.

KBA said in the report that they also flagged cases where financial institutions are engaging in misleading practices, such as marketing loans as interest-free while applying some undisclosed fees, or automatically rolling over loans without the customer’s consent.

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Data from KBA shows that in the financial year ending June 2025, it handled 915 consumer complaints across various sectors, with the various financial services accounting for 61.6% of the cases.

Kemei emphasized the need for banks to move beyond customer satisfaction and focus on building trust, transparency, and even long-term relationships with clients as competition in the sector intensifies.

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