Consumer Insight

Lifetime Pe*******on: The Depth Story

Equity leads lifetime pe*******on at 74%, with KCB at 65% and Co-op at 55%. These banks have accumulated the broadest historical relationships in the market. But the more telling movement occurs beneath the leaders, where I&M and Absa have risen steadily from much lower levels in earlier waves. Lifetime pe*******on reflects years of account acquisition — and the trajectory suggests some mid-tier banks are quietly expanding their footprint.

Retail Payments: Digital Has Won the Checkout

At retail, mobile money dominates at 71%, far ahead of every alternative. Cash, once the default, has fallen to a striking 6%. This is not incremental change — it is behavioural consolidation. Consumers have standardised how they pay. Cards, internet banking and cheques remain marginal in comparison, reinforcing a clear reality: the checkout moment now belongs to digital rails.


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Main Bank Status: The True Loyalty Metric

When asked which bank anchors their financial life, 31% name Equity as their main bank. KCB follows at 21%. Beneath them, incremental movement is visible. I&M now holds marginal bank share, while Absa and NCBA show gradual gains. Main bank status is not casual; it reflects salary deposits, credit relationships and primary trust. The concentration remains clear — but the edges of that loyalty are beginning to shift.

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