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Kenyan Banking Sentiment Index 

2024

Key metrics

16.3%

Industry Net Sentiment

72.2%

Top performer: I&M Bank

79%

KCB best response rate

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.

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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