Beyond satisfaction, towards delight

The banking industry in Kenya has remained one of the dominant industries in being attuned to the needs of their customers and remaining agile in the way they serve their customers.

Since the COVID-19 pandemic, the banking customers’ needs have significantly shifted causing banks to be innovative in ways of accessing and effectively serving their customers.

Adoption of digital tools and a shift in the daily business process has seen market leaders gaining the customers share of wallet and maintaining their status as the customers bank of choice.

This report looks at the current customer trends across the Kenyan market and its effects on a bank’s revenue.

A survey was independently conducted across the country to have an in-depth look at the customer needs, customer behaviour, customer service across the banks in the country and KPMG has put together these insights for your consumption.

We urge you to have a look at these insights and get in touch with us for further conversations.