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Customer experience gaps drive bank clients back to branches
According to the survey that polled 661 people in Nairobi, Mombasa, and Kisumu, mobile banking is currently the most preferred channel, used by about 42 percent, nearly double the 24 percent that prefer branches.
Customer experience is the most influential factor among bank clients when choosing their preferred channel of interacting with the institutions, a new survey shows, driving many of them back to physical branches for help despite increased digitisation of banking services.
The 2024 Kenya Banking Industry customer experience survey by consultancy KPMG reveals that 47 percent of bank clients consider branch customer experience’ as the reason for their preferred channel of accessing banking services.
