Kingdom Bank has been recognised as the 3rd Best Tier 3 Bank for Customer Experience in the Banking Industry Customer Satisfaction Survey 2025 published by the Kenya Bankers Association (KBA). This marks the second consecutive year the Bank has received the recognition.
The 2025 survey recorded 40,854 responses from banking customers across Kenya, compared to 37,471 responses in 2024 and 33,608 in 2023. The increase in participation reflects growing customer engagement with the survey and reinforces its role as an industry benchmark for measuring customer experience within the banking sector.
According to the survey, 84.6% of respondents rated their primary bank positively. The findings also highlighted the distinction between customer satisfaction and customer loyalty, noting the importance of service consistency, accessibility and customer engagement in building long term relationships.
The report identified digital banking as a primary channel of engagement for a growing number of customers in Kenya, reflecting evolving customer preferences and increased demand for accessible banking services. In response, Kingdom Bank continues to invest in digital banking infrastructure and service delivery across both physical and digital channels, with platforms including *344#, the KB Mobile App, DigiLife (Internet Banking), KB Visa Debit Cards, M-Collection Till, Paybill and Short Code solutions designed to support seamless payments for businesses and individual customers.
We thank our customers for their continued trust and for allowing us to be part of their financial journey. Looking ahead, Kingdom Bank remains committed to delivering delightful customer experience, expanding access to financial services and providing solutions that meet evolving customer needs.
Esther Kangethe, Senior Manager, Customer Experience at Kingdom Bank; Raymond Molenje, Chief Executive Officer of the Kenya Bankers Association (KBA); and Millicent Madegwa, Head of Institutional Banking at Kingdom Bank, during the release and recognition event for the 2025 Banking Industry Customer Satisfaction Report organized by KBA. Kingdom Bank was ranked the third-best bank in customer experience among Tier 3 banks for the second consecutive year.
