Kenyans are increasingly turning to mobile banking as the preferred channel for accessing financial services, marking a major shift in how customers engage with banks across the country.
A new survey by the Kenya Bankers Association (KBA) shows that mobile banking has emerged as the dominant channel in the banking sector, as lenders race to strengthen their digital platforms to meet evolving customer expectations.
The 2025 Customer Satisfaction Survey, which drew on insights from more than 40,000 respondents, shows that customers are prioritizing speed, reliability, and responsiveness.
According to the findings, mobile banking is the most preferred channel, with 60.1 percent of customers ranking it first and 80.1 percent placing it among their top two choices.
“Mobile banking is the most preferred channel, with 60.1% ranking it first and 80.1% placing it in their top two,” the survey states.
KBA Survey Shows Kenyans are Shifting to Mobile Banking
Internet banking follows closely, with 49.7 percent of customers ranking it as their first choice and 71.5 percent placing it among their top two preferred channels.
Bank branches, however, remain relevant in the banking mix, with 34.7 percent of customers ranking them as their most preferred option and 58.8 percent including them in their top two choices.
Cash deposit machines are the least preferred channel, with only 18.3 percent of respondents ranking them as their first choice.
The report further notes that contact centres remain a relevant support channel, ranking above ATMs, agents, and cash deposit machines in the 2025 first-choice hierarchy at 31.4 percent.
The survey indicates that customers still value direct human support, especially when they need assistance without physically visiting a branch.
However, cash deposit machines remain the weakest first-choice channel, with 25.8 percent ranking them among preferred options.
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Omni-Channel Banking Gains Ground as Customers Balance Digital Use with In-Person Support
The survey also highlights a growing demand for omni-channel integration, where digital platforms handle routine transactions efficiently, while branches, contact centres, ATMs, and agents support advisory services, cash handling, and exception management.
It notes that customers increasingly expect their digital needs to be integrated into a broader digitally enabled experience that enables seamless movement across all channels.
“Omni-channel integration is more important than channel substitution: customers want speed and convenience, but they also expect dependable assisted support when needed,” the report states.
The survey further shows that digital banking has become central to customer preference, with mobile banking and online banking clearly ahead of all other options.
However, bank branches remain relevant, especially for customers who still prefer in-person support for advice, reassurance, or issue resolution.
Cash deposit machines, on the other hand, remain the least preferred channel, underscoring their limited appeal despite their usefulness for specific transactions.
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Convenience and Practical Financial Needs Drive Customer Preferences
Beyond channel usage, the survey indicates that customers value practical utility and digital convenience most.
Nearly half of respondents (49.5 percent) identified digital banking and self-service access—including mobile banking, online banking, apps, USSD, and internet banking—as their most important feature.
Credit and lending services emerged as the leading non-digital priority, with 9.2 percent of respondents pointing to loans, overdrafts, salary advances, and asset finance as key needs.
Payments and transfers also remain central, with 8.5 percent highlighting bill payments, Pesalink, RTGS/SWIFT, and bank-to-mobile money interoperability as key priorities, reflecting the importance of frictionless money movement.
6.3 percent are prioritizing ATMs, cash deposits, withdrawals, and branch- or agent-based cash services.
Other priorities include savings and investment (3.6 percent), security and fraud protection (2.5 percent), customer service and support (2.0 percent), and convenience, accessibility, and reliability (2.0 percent).
Pricing, fees, and interest rates account for a smaller share at 0.8 percent.
The report states that customers place the greatest value on features that make banking immediate, accessible, and practical in everyday life.
It further observes that digital capability has become the primary test of banking relevance, with 49.5 percent of respondents identifying digital banking and self-service access as the most important feature.
Equity Bank’s Crowned CX Winners
Meanwhile, in a crowded and competitive field, Equity Bank emerged as the overall winner and the top performer among Tier 1 banks.
NCBA were runners-up, while KCB Bank came in third place in both categories.
