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.
This report outlines the findings from a two-year study by FSD Kenya to understand the costs for banking services in Kenya. Two rounds of mystery shopping surveys were completed in October and November of 2015 and 2016
to build a database and measure the costs for basic bundles of transactions such as opening, running and closing bank accounts.
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.
Banking remains the largest sub-sector by assets and the most systemically significant in Kenya’s financial services sector. Developments, especially those enabled by technology, have brought a sizeable number of new, mostly poorer and vulnerable first-time consumers into the market.