Only 19 of the 53 commercial banks in Kenya engage their customers on social media, according to a survey carried out by the Kenya Bankers Association (KBA).
The customer social media survey also revealed the need to connect via this platform has also not been met for 60 per cent of customers, with the main reason for this reluctance a fear of fraud, and the failure to connect leading to mistrust between the two parties.
“It was merely lack of communication/information, what we call communication asymmetry between the consumer and the bank itself,” the KBA said.
“Now what we are trying as a first step is to ensure that we have got adequate capacity within the banks to address the issue right at the time it originates,” said KBA chief executive officer (CEO) Habil Olaka.
