In Kenya, the “#KOT” or “Kenyans on Twitter” community has become an important channel for public discourse on a wide range of topics. This includes financial services. The ability for consumers to directly, instantly, and publicly praise or chastise the service of a firm has led to increased accountability and new ways to remotely resolve customer issues swiftly.
This report describes the supply of financial services from the retail banking market in Kenya and identifies opportunities for using current and alternative payments infrastructure to support social protection payment (SPP) transfers.
The purpose of the report is to provide a high level assessment of the current reality in Kenya in regards to the penetration, costs and effectiveness of banking delivery channels, specifically bank branches and agents, against the perspective of practice in other relevant jurisdictions. This is done in order to frame the key choices and […]