Africa Banking Corporation (ABC Bank) was named the Most Customer-Centric Bank in Kenya during the 2025 Think Business Banking Awards.
Under the theme “Educate, Empower, Enrich: The Financial Literacy Promise,” this year’s awards celebrated the industry’s shared goal of equipping Kenyans with the skills and resources needed for long-term financial well-being.
The event honoured banks that actively foster a resilient and financially literate country by going beyond products and profits.
ABC Bank was feted for designing and delivering products that understand customer needs with a focus on financial education and empowerment which aligned with the criteria for the Most Customer-Centric Bank award.
“True empowerment starts with actively listening to our customers. This year’s recognition as the Most Customer Centric Bank in Kenya is a testament to our unwavering commitment to walking the journey with our customers by understanding their needs, educating them to make sound financial decisions, and offering solutions that enrich their lives. We are honoured that our efforts to put our customers first, year after year, continue to be recognised,” said Mr. Shamaz Savani, the Group Managing Director of ABC Bank.
During the ceremony, Think Business CEO Mr. Ochieng Oloo shared insights from a comprehensive survey conducted by Think Business that attracted over 13,000 responses, shedding light on evolving customer behaviours in Kenya’s banking sector.
“We found that 68% of respondents bank with more than one institution, a clear indication that customers are seeking varied experiences and solutions,” Mr. Oloo noted.
He added that the industry’s Net Promoter Score stood at an impressive 58%, highlighting growing trust and satisfaction.
The Net Promoter Score is key metric used to measure customer loyalty and satisfaction.
However, only 13% of respondents had fixed deposit accounts compared to 58% with current accounts, a gap Mr. Oloo said points to the need for more public education around savings and investment options.
“These insights are vital for banks as they seek to deepen engagement, improve service, and remain relevant in a competitive market,” he said.
Last year, ABC Bank won two awards at the Think Business Awards: Best Bank to Borrow From (2nd Runners Up, 2024) and Best Bank in Product Marketing (2nd Runners Up, 2024).
Looking ahead, ABC Bank remains committed to delivering customer-centric, accessible, and inclusive financial services that educate, empower, and improve the lives of Kenyans.
