For the second consecutive year, DataEQ has collaborated with Deloitte to benchmark consumer sentiment on social media towards Kenya’s major retail banks.

This year’s index tracked over 605 000 posts about Absa, Co-operative Bank, Diamond Trust Bank, Equity Bank, I&M Bank, Kenya Commercial Bank, NCBA Bank, Stanbic and Standard Chartered Bank between March 2022 and February 2023. The industry bounced back from a negative public Net Sentiment of -7.6% in 2022 to achieve an impressive score of 8.5% in 2023.

Themes covered in this year’s index include:

• Net Sentiment performance (overall, reputational and operational)
• Customer experience
• Response rates
• Reputation and risk management
• Environmental, social and governance (ESG) influences