Banks with the Best Customer Service in Kenya
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As the world marks Customer Service Week from October 1-7, it’s a timely reminder of the pivotal role exceptional service plays in building trust and loyalty, especially in Kenya’s dynamic banking sector.
With over 51.82% of Kenyans rating their overall experience as “Excellent” and 28.79% as “Very Good,” collectively accounting for over 80% of positive ratings in recent surveys, banks are leading the charge in digital innovation, personalized support, and seamless resolutions.
Drawing from the latest 2024 Banking Customer Satisfaction Survey by the Kenya Bankers Association (released in February 2025) and industry analyses, here are the top five banks excelling in customer service.
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KCB Bank Kenya
KCB Bank ranked first overall for customer experience in 2024. The Net Promoter Score (NPS) for the entire industry rose to 44%, with KCB credited for driving a major part of that improvement. The bank’s mobile platform now handles more than 70% of all transactions, offering real-time alerts, digital receipts, and 24/7 chat support.
Customers have praised KCB’s responsiveness, with most loan queries resolved in under an hour. Its wide physical presence, over 1,000 branches and agents across the country, ensures clients in rural areas have equal access to services. On the digital side, the bank uses AI to personalize savings and investment advice, making interactions faster and more targeted.
In the KBA survey, KCB ranked first among Tier 1 banks for customer experience. Its ability to blend traditional support with modern tools has positioned it as a top performer.
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Equity Bank Kenya
Equity Bank came second overall, standing out for its commitment to inclusion and localized service delivery. With over 15 million customers, Equity has built a strong reputation for empathetic service. The Equitel platform has been key to this, offering low-fee digital banking with an easy transition from branch-based to mobile services.
The bank operates call centers in multiple local languages, with customer complaints resolved within two days improved significantly, from 66.4% in 2023 to 75.44% in 2024. Equity ranked third overall in the KBA survey but was second in mobile banking features.
Its support for underserved segments is notable, for example, through the Wings to Fly program, which provides access to finance for women entrepreneurs and low-income communities.
Equity’s customer satisfaction rate stands at 88% in transaction processes, reflecting both digital convenience and human engagement.
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NCBA Bank Kenya
NCBA took third place, recognized for combining physical and digital touchpoints effectively. Its NCBA Now app enables instant loans and real-time account tracking, with more than KES 1 trillion disbursed digitally.
Relationship managers receive training under the “Customer Obsession” program, equipping them to provide personalized solutions such as flexible repayment options and solar financing.
Customer feedback indicates a strong appreciation for NCBA’s balance between tech convenience and personalized service. The bank has introduced branch-staffed video consultations, resolving the majority of complaints on the first contact.
NCBA was also named Best Bank in Customer Experience at the African Bank Awards and placed second among Tier 1 banks in the KBA survey.
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Co-operative Bank of Kenya
Co-operative Bank secured fourth place, with a service model that strongly supports SACCOs and group banking. Its MCo-op Cash app is fully integrated with SACCO systems, allowing customers to conduct group transactions and access loans quickly.
With a KES 811.9 billion asset base, Co-op Bank has built a robust rural network where community banking remains vital. Customers often praise the bank for its “great customer support” during loan approvals and account issues. Its helpline offers multilingual assistance, while its rural presence ensures that even customers outside urban centers receive reliable service.
Co-op bank recorded 39% growth in customer engagement and continues to be a trusted brand for rural and cooperative banking segments.
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Stanbic Bank Kenya
Stanbic Bank completes the top five, recognized for its premium and investment-driven approach to customer service. As part of Standard Bank Group, Stanbic places a strong emphasis on wealth management and personalized advisory services.
Its IBTC app provides detailed portfolio analytics and 24/7 virtual assistants, while financial advisors offer tailored investment support. The bank was runner-up at the Think Business Awards 2025 and continues to attract high-net-worth clients.
Stanbic has also invested in financial literacy initiatives, helping customers make informed financial decisions. Its forex services are noted for speed and reliability, adding to its customer satisfaction profile.
A Growing Service Culture
The high ratings in the 2024 Banking Customer Satisfaction Survey by the Kenya Bankers Association highlight a shift in the country’s banking landscape. More banks are moving toward digital-first service models without abandoning the human touch.
During customer service week, many institutions are hosting client engagement sessions, live service demos, and digital education forums. This hybrid service culture, blending technology with real-time human interaction, has helped position Kenyan banks among the most customer-centric in the region.
Jefferson Wachira is a writer at Africa Digest News, specializing in banking and finance trends, and their impact on African economies.
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