Kenyan Banking Sentiment Index
2023
Key metrics
8.5%
Industry Net Sentiment
69.7%
Top performer: I&M Bank
31.7%
Conversation spoke to an
ESG theme
DataEQ has released the 2nd annual Kenyan Banking Sentiment Index. The Index benchmarks consumer sentiment on social media towards Kenya’s major retail banks.
This year’s index tracked over 605 000 posts about Absa, Co-operative Bank, Diamond Trust Bank, Equity Bank, I&M Bank, Kenya Commercial Bank, NCBA Bank, Stanbic and Standard Chartered Bank between March 2022 and February 2023. The industry bounced back from a negative public Net Sentiment of -7.6% in 2022 to achieve an impressive score of 8.5% in 2023.
Kenyan banking industry sees
17.6pp
increase in positive Net Sentiment from 2022
Report includes:
- Net Sentiment performance (overall, reputational and operational)
- Customer experience
- Response rates
- Reputation and risk management
- Environmental, social and governance (ESG) influences
For more information on what factors are driving customer experience & service towards Kenya's leading banks – download the full report