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 rankings with a score that was
46pp*
ahead of second place NCBA Bank.
*percentage points
Discover the key factors that are impacting public sentiment toward SA's leading metros.
