Kenyan Banking Sentiment Index
2024
Key metrics
16.3%
Industry Net Sentiment
72.2%
Top performer: I&M Bank
-31%
Industry operational Net Sentiment
DataEQ has released the 3rd annual Kenyan Banking Sentiment Index, benchmarking consumer sentiment on social media towards Kenya’s major retail banks.
This year’s index tracked over 500 000 social media posts about Absa, Co-operative Bank, Diamond Trust Bank, Equity Bank, I&M Bank, Kenya Commercial Bank, NCBA Bank, Stanbic and Standard Chartered Bank between March 2023 and February 2024. For the second year in a row, the industry's overall Net Sentiment improved, increasing by 7.8 percentage points.
Find out what is driving both good and bad customer experience/service towards Kenya's major banks and see what matters most to customers when choosing a bank.
I&M Bank topped the Net Sentiment ranking with a score of
45.8pp
well ahead of second place NCBA Bank.
Report includes:
- Net Sentiment brand ranking (overall, reputational and operational)
- Customer experience and service analysis
- Product and pricing deep dive
- Environmental, social and governance (ESG) influences
For more information on what factors are driving customer experience & service towards Kenya's leading banks – download the full report