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Consumer Insight

Name: Consumer Insight
Address: 4th Floor, Silverpool Office Suites Jabavu Lane, Hurlingham Nairobi, Nairobi, KE
Telephone: +254722202313

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Consumer Insight

We know Africa. And by partnering with us, we guarantee that you, too, can get to know it.

Consumer Insight is a market research company that does more than just research. At Consumer Insight, we cut through the long list of research findings to extract meaningful, timely and accurate insights. These are then presented to you in a user-friendly way that will assist you make the right marketing decisions. And from the years spent gathering insights on different consumers in Africa, you a

re guaranteed that no market research company knows Africa more than Consumer Insight. We’ve been trusted by large multinationals in FMCG, finance, telecommunications and healthcare to conduct research in over twenty different countries and are spreading our wings to cover all fifty-three.

13/05/2026

Financial Inclusion Has Already Been Rewritten

Kenya’s financial ecosystem has quietly restructured itself — and the bank branch is no longer at the centre of it. Mobile money stands at 87% usage, while mobile banking holds 79%. Even with minor fluctuations over time, both remain structurally ahead of every other financial service. Meanwhile, savings accounts are growing steadily, signalling that formal banking is expanding — but beneath digital rails, not above them. Cards, internet banking and traditional lending remain far less embedded in daily behaviour. The consumer hasn’t merely adopted digital access. They’ve institutionalised it — and the handset, not the branch, now anchors the financial system.

06/05/2026

Main Bank Status: The True Loyalty Metric

When asked which bank anchors their financial life, 31% name Equity as their main bank. KCB follows at 21%. Beneath them, incremental movement is visible. I&M now holds marginal bank share, while Absa and NCBA show gradual gains. Main bank status is not casual; it reflects salary deposits, credit relationships and primary trust. The concentration remains clear — but the edges of that loyalty are beginning to shift.

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29/04/2026

Spontaneous Recall Is Not Democratic

Unprompted awareness remains concentrated. Equity records 93% spontaneous recall, KCB stands at 92%, and Co-op at 81%. These three brands occupy a different tier of mental availability — the kind that influences choice before comparison begins. But momentum is building beneath them. NCBA and I&M have risen sharply, while Absa and several mid-tier players are showing incremental movement. Memory leadership remains concentrated — yet the competitive gap is slowly narrowing.

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22/04/2026

The Cash Withdrawal Power Shift

Cash access has migrated away from the ATM. Mobile money agents now command 55% preference, up from 48% in 2023. ATM reliance has also declined, and liquidity has decentralised. The dominant withdrawal channel is no longer the ATM machine — it is the neighbourhood agent. What was once a bank-controlled touchpoint has shifted into a distributed ecosystem where visibility and convenience sit outside the branch network.
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10/04/2026

Digital Banking in Kenya: Exploring Technological Preferences

Customer insights and patterns in tech adoption
In the intricate web of digital banking, users find themselves at the nexus of innovation and efficiency. As they traverse the digital terrain provided by their banks, patterns begin to emerge. While mobile apps are the preferred choice for the majority of users across different banks, there are variations in the usage of USSD and internet banking. Co-op Bank, Absa, and National Bank stand out, with USSD being the dominant channel, indicating diverse preferences among customers based on their banking habits and needs.
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07/04/2026

Tech Advocacy: Navigating the Waters of Banking Loyalty

Accolades and exemplary user experiences as a business strategy
Kenya’s banking technology users have spoken, and they express a strong likelihood to recommend their preferred institution's technology. This underscores a benign sense of trust and confidence in the reliability of both app and internet banking services. Amidst the sea of options, among mobile money and banking, and online banking services users aged 18 and above, whom we surveyed, KCB, Absa, Family, StanChart, NCBA, Stanbic, and I&M shine brightest for their apps, while the Internet Stars’ are KCB, Stanbic, and I&M, earning accolades for exemplary user experiences and forward-thinking tech solutions. Other banks also stand out as leaders in customer advocacy, with their mobile banking apps and Internet banking services garnering exceptionally high Net Promoter Scores. This recognition reflects the successful integration of technology into banking operations, driving superior customer satisfaction and loyalty.
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31/03/2026

Brand Associations: The Evolving Face of Kenyan Banks

In 2023, Kenya’s banking landscape was divided into clear brand associations. Equity Bank was synonymous with being "affordable" and "for the common man," while I&M and Stanbic leaned towards "modern" and "technology savvy." The "fun" category featured Ecobank, Bank of Africa was viewed as "trustworthy," and banks like Consolidated, Kingdom, and Gulf African were seen as "customer friendly." Fast forward to 2024, and the scene has not shifted much. This evolution signals a broader transformation within the banking sector that reflects the changing needs and expectations of the Kenyan public. As financial institutions strive to redefine themselves, it raises a compelling question: Is the future of banking about more than just products and services, but rather, how deeply a bank resonates with the values and identities of its customers? In a world of shifting perceptions, the banks that can adapt to these evolving associations will be the ones to thrive.
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24/03/2026

Churn Motivators: Why Customers Are Ready to Switch

With bank switching on the rise—48% of Kenyans are now considering a move—Absa, KCB, and I&M stand to gain the most, while Family Bank and GT Bank lag far behind. But what drives this shift? The top motivators are clear: good customer service, easy accessibility, and trustworthiness. Interestingly, bank charges, once a key factor, has declined in importance. And at the very bottom of the list is low interest on loans. This raises a perplexing paradox: Despite living through a financial crisis, Kenyans seem to deprioritise lower loan interest rates when choosing a new bank. Could it be that trust and service now outweigh the very financial relief so many desperately need?
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20/03/2026

Decoding the Digital Banking Landscape: A Technological Odyssey

The banking revolution is being televised
Our research on digital financial services among mobile money and banking, and online banking services users aged 18 and above, reveals a widespread adoption of the technologies offered by Kenyan banks. In the realm of modern banking, technological services emerge as the cornerstone of convenience and accessibility. With a staggering 75% utilising mobile apps, 55% using USSD, and 46% engaging in Internet banking, this trend underscores the growing reliance on digital channels for banking transactions and concurrently points to a shift towards effortless banking experiences in the digital era, all driven by convenience and accessibility. A revolution in banking is happening right under our very noses, and woe unto you should it leave you in its wake.
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17/03/2026

Banking on Trust: The Landscape of Bank Usage in Kenya

Convenience is a key motivator for customers choosing a bank, with seamless access to services via digital platforms and physical branches being crucial. Trust and security also play vital roles as customers seek assurance for their funds. A diverse range of financial products, excellent customer service, and competitive pricing further enhance a bank's appeal. In Kenya, Equity, KCB, and Co-op are the most commonly used banks, with I&M experiencing notable growth over the past five years. This raises an essential question: How can banks adapt to meet evolving customer expectations in a competitive landscape?
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13/03/2026

Kenyan Internet News Is Not For “Boomers” Only

News is one of the top things Kenyans love the internet for. As the revealed, 23% of them go online for the latest headlines. Intriguingly, this hunger for the breaking story is balanced for all ages; with 45+ leading at 27% and the youth not far behind at 21%. Indeed, the only group showing below-average interest in news (16%) are the secondary schooled individuals. They simply trust others to tell them what’s happening.
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Address

4th Floor, Silverpool Office Suites Jabavu Lane, Hurlingham Nairobi
Nairobi

Opening Hours

Monday	08:00 - 17:00
Tuesday	08:00 - 17:00
Wednesday	08:00 - 17:00
Thursday	08:00 - 17:00
Friday	08:00 - 17:00

Telephone

+254722202313

Website

http://www.ciafrica.com/

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