Nairobi, Kenya – April 30, 2026… Kenyan banks are recording strong customer satisfaction levels, with 84.6% of customers rating their main bank’s customer experience as excellent or good, according to the 2025 Banking Customer Satisfaction Survey released today by banking industry umbrella body Kenya Bankers Association (KBA).
However, the report also shows a decline in customer loyalty, with the Net Promoter Score (NPS) falling from 44.0 in 2024 to 42.6 in 2025, indicating that satisfaction does not automatically translate into advocacy.
The report, based on over 40,854 responses, indicates that digital banking continues to dominate customer preference, with mobile banking ranked as the most preferred channel by 60.1% of customers, followed by internet/online banking at 49.7%. Customer satisfaction with digital platforms remains high, although bank branches still play a key role, with 34.7% of customers ranking branches as their most preferred channel for complex transactions or customer service support.
The survey also found that 76.8% of customers say AI tools such as chatbots, fraud alerts, and personalized services have improved their satisfaction moderately. However, the report notes that the benefits of AI are unevenly distributed, with younger customers reporting stronger positive sentiment than older age groups.
At the same time, service recovery shows slight pressure, with 66.5% of customers reporting that their bank always resolves complaints within two days, a slight decline from the previous year, indicating a need for greater consistency in complaint handling.
Accessibility for persons with disabilities (PWDs) continues to improve. Among PWDs requiring special accommodation (41.4% of that segment), 93.7% can now use banking services independently, up from 93.0% in 2024.
Competition Authority of Kenya (CAK) Director General David K. Kemei welcomed the progress but cautioned that satisfaction alone is not enough, noting that customer satisfaction is a strength, but the strategic objective is to convert it into loyalty, advocacy, and primacy.
‘’Whereas a lot of gains have been made over the years, the path forward is clear; we need a banking sector that competes not only on products and services, but also on trust, transparency, and a genuine commitment to the consumer’s best interest,’’ he said.
KBA CEO Raimond Molenje highlighted customer priorities, noting that bank customers continue to prioritise digital banking, access to credit, and seamless transactions. He observed that the survey reflects a more competitive environment and that the findings would prompt the industry to consider what policy and economic environment would enable more Kenyans to engage more deeply and productively with the banking system.
‘’Beyond emphasizing customer needs, the survey also tells us who is doing banking. 80% of respondents are aged 18-45. They are Kenya’s working age population in their prime borrowing, saving, and investing years. This reality therefore forces us to look at the broader economic conditions facing customers,’’ he said.
The report also recognized leading banks in customer experience based on a composite score of Customer Satisfaction (CSAT) and Net Promoter Score (NPS). Equity Bank was named the best overall bank in customer experience, followed by NCBA Bank and KCB Bank.
Among tier rankings, Equity Bank was recognized as the best Tier 1 bank, followed by NCBA Bank in second place and KCB Bank in third place. In Tier 2, National Bank of Kenya emerged first, followed by Prime Bank in second place and Family Bank in third place. In Tier 3, ABC Bank was ranked first, followed by Sidian Bank in second place and Kingdom Bank in third place.
In the microfinance category, Caritas Microfinance Bank was ranked first, followed by Choice Bank in second place and KWFT Microfinance in third place.
Christine Onyango
Director, Communication and Public Affairs
Kenya Bankers Association
Email: conyango@kba.co.ke
About Kenya Bankers Association
The Kenya Bankers Association (KBA) is the umbrella body for all commercial banks in Kenya and is regulated by the Central Bank of Kenya (CBK). Established on 16th July 1962, KBA represents 46 member institutions with combined assets exceeding KES 7.7 trillion. Its core mandate is to promote a stable, competitive, and inclusive banking industry by influencing legislation, regulation, and policy to enhance access to affordable credit for individuals, households, and businesses. KBA also drives financial sector development through strategic initiatives, including the launch of Pesalink, the industry’s first peer-to-peer digital payments platform. In partnership with the CBK and other stakeholders, KBA has spearheaded projects such as the modernization of the National Payments System, implementation of the Real Time Gross Settlement System (RTGS), and the Kenya Credit Information Sharing Initiative. Guided by its brand statement, “One Industry. Transforming Kenya,” KBA continues to strengthen the banking sector, foster innovation, drive financial inclusion, and support national economic growth. Learn more: www.kba.co.ke
