The Kenya Bankers Association unveiled the Banking Customer Satisfaction Survey 2024 Report, shedding light on a pressing issue: banking activity remains concentrated in urban centers, particularly Nairobi, leaving rural communities underserved.

At the heart of Kenya’s economy are Micro, Small, and Medium Enterprises (MSMEs), which contribute nearly 40% of GDP and provide jobs for over 86% of the private sector workforce (Kenya National Bureau of Statistics, 2023). Yet, many struggle to access affordable financial services, hindering their growth.

KNCCI CEO Ahmed Farah, HSC called on banks to expand their reach beyond cities, partnering with KNCCI and other stakeholders to unlock the full potential of digital banking and financial inclusion. He emphasized the role of technology and data-driven strategies in transforming access to financial services, reinforcing KNCCI’s commitment to market linkages, policy advocacy, and trade facilitation.

As we look ahead to the World Chambers Federation (WCF) Africa Summit (April 9-11, 2025, at KICC), Mr. Farah invited the banking sector to be part of the conversation on shaping Africa’s financial future.