COVID-19 Prompts Kenyan Banks to Go Digital for Continuity: Survey

Most bank clients preferred using fully automated services while accessing banking services in 2020, according to the Kenya Bankers Association (KBA) Customer Satisfaction Survey (2020)
  • Standard Chartered, Family Bank and Diamond Trust Banks top overall in  2020 Kenya Bankers Association Customer Satisfaction Survey
  • Bank customers opt for contactless service platforms 

The coronavirus pandemic has shifted focus of Kenyan consumers towards digital experience with a majority opting for fully automated services when it comes to banking, says Kenya Bankers Association. 

As per Kenya Bankers Association (KBA) Customer Satisfaction Survey (2020), 43% bank clients opted for contactless banking platforms to reduce the possibility of infection with the Coronavirus Disease (COVID-19) through currency and bank branch visits.  

Only 16 percent of the survey respondents reported the need to visit their bank branches or contact call centers to transact or obtain customer support. 

“The COVID-19 disruption redefined customer service. The unprecedented impact of the health crisis on the banking industry demonstrated the importance of leveraging on tech-led innovation to ensure business continuity – even in adversity,” reads part of the survey findings launched Thursday.  

The survey findings highlighted how with the number of rising infections; banks had to reorient their customer experience to meet their clients’ heightened primary needs on reducing exposure to infection. 


The survey was conducted between August 21, 2020 to October 16, 2020 across the 47 counties.  15,179 respondents, including 455 persons living with a disability (PWDs) participated in the Survey.   

Speaking during a virtual release of the survey findings, KBA Chief Executive Officer Dr. Habil Olaka noted that banks had to re-orient and re-frame their customer offerings in line with the requirements of the new COVID-19 context, adding that investment in Digital Banking services across the sector was a game changer. 

The findings of the Survey indicate that the adoption of digital banking is not hinged on size. 

Respondents ranked Standard Chartered Bank as the best overall bank in digital experience, followed by Family Bank and DTB Bank respectively.  

In the Tier I category, Standard Chartered Bank maintained the top position, followed by DTB Bank and Equity Bank in position three.  

Family Bank emerged best in the Tier II category with EcoBank and Prime Bank taking the second and third position respectively.  

Credit Bank emerged topped in the Tier III category while Sidian and Bank of Africa took the second and third positions, respectively.  

The survey also sought to establish the levels of accessibility to banking services for Persons With Disabilities (PWDs).  

From the findings, 81 percent of PWDs reporting that they were largely able to use banking services independently. Meanwhile, 8 percent of the clients always needed support, with 11 percent occasionally requiring assistance.  

Respondents with Disabilities represented 3 percent of the total number of responses.