Kenyans are increasingly favouring mobile banking as their primary way of accessing financial services, signalling a notable shift in how customers interact with banks across the country. A fresh survey by the Kenya Bankers Association (KBA) reveals that mobile platforms now dominate the sector, as financial institutions scramble to refine their digital offerings in response to changing customer expectations.
The 2025 Customer Satisfaction Survey, based on feedback from more than 40,000 participants, highlights speed, reliability, and responsiveness as the qualities customers value most.
Mobile banking leads the pack, with 60.1 percent of respondents naming it their top choice, while 80.1 percent ranked it among their two most preferred channels.
Online banking follows closely behind, with 49.7 percent placing it first and 71.5 percent listing it among their top two options.
Traditional bank branches, while no longer dominant, still hold their ground. Around 34.7 percent of customers consider them their preferred channel, and 58.8 percent include them among their top two choices.
Cash deposit machines lag significantly, with just 18.3 percent ranking them as their first option, making them the least popular channel.
The survey also points to the continued importance of contact centres, which rank above ATMs, agents, and deposit machines, with 31.4 percent of respondents selecting them as their first choice. This suggests that while digital channels are ascendant, customers still appreciate human assistance, particularly when they need support without stepping into a branch.
At the same time, demand is growing for a seamless omni-channel experience. Customers increasingly expect routine transactions to be handled swiftly via digital platforms, while branches, agents, and support centres provide advisory services, cash handling, and problem resolution when required.
The report stresses that integration across channels matters more than outright replacement. Customers want efficiency and convenience, but they also expect dependable support when things go sideways.
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Digital banking has firmly taken centre stage, with mobile and online platforms clearly outpacing all other channels. Still, physical branches retain relevance, especially for those seeking reassurance, advice, or help resolving complex issues.
When it comes to priorities, practicality and ease of use top the list. Nearly half of respondents, 49.5 percent, identified digital banking and self-service options such as apps, USSD, and internet banking as the most important features.
Beyond digital services, credit products stand out as the leading non-digital need, with 9.2 percent pointing to loans, overdrafts, salary advances, and asset financing. Payments and transfers follow at 8.5 percent, reflecting the importance of smooth, hassle-free money movement.
Other considerations include access to cash services through ATMs and agents (6.3 percent), savings and investments (3.6 percent), security and fraud protection (2.5 percent), customer support (2.0 percent), and general convenience and reliability (2.0 percent). Pricing factors such as fees and interest rates trail behind at just 0.8 percent.
The findings underline a clear reality: customers now judge banks primarily on how well their digital platforms perform in everyday use.
In terms of performance rankings, Equity Bank Kenya emerged as the overall leader and best-performing Tier 1 bank. NCBA Group secured second place, while KCB Bank Kenya finished third in both categories.
