The desire for human touch has seen banking customers troop back to branches, marking a shift from the digital transactional channels accelerated by the Covid-19 pandemic.
The 2022 banking industry customer satisfaction survey by the Kenya Bankers Association (KBA) released on Wednesday shows that the preference for branch banking spiked to 17.6 percent last year, shooting past the 2019 levels of 13 percent before the health crisis drove customers to mobile channels.
