Mystery shopper exercises carried out over several weeks in 2015 and 2016 mirrored a typical customer’s journey in which most customers obtain information on banking from branches. But despite visiting over 30 bank branches, customer care representatives, bank websites, enquiring from colleagues and friends, we still couldn’t get consistent pricing information.
Do you know how much it costs to run your bank account? It’s no surprise that many of us do not know the cost of banking in Kenya. Pricing information is not easy to find and sometimes even staff at bank branches do not provide accurate information.
FSD Kenya is an independent Trust set up in 2005 to deepen and support inclusive financial markets in Kenya. Our current Strategy
for 2016-2021 aims to generate sustainable improvements in the livelihoods of lower-income people.