Mobile banking apps in Kenya are no longer just a convenience. They now serve as pretty much the primary touchpoint between customers and their banks.The Equity Mobile App is one of the most popular banking apps used by customers in Kenya. This app offers a wide range of banking services to customers right at their fingertips including bill payments, loan management, money transfers and more. The app promises to give customers “complete control of financial and lifestyle needs”.
But how well does it deliver on this promise?
Methodology
To answer this, we used our very own BrandMoran consumer intelligence platform to analyze 246 customer reviews users left on Google Play Store from January 2024 to May 2025.
Our tool allows you to pull/ upload google app reviews of your app (or even competitors) then it uses AI to derive actionable consumer insights from them.
Get a Detailed Analytics Report on Equity Bank’s Mobile App
Contact us at info@brandmoran.com or via +254727501977 to receive the full report, or create a custom report for your own app.
Inside the report, you’ll discover:
- Pain points to avoid in your own app
- Winning features customers actually value
- Actionable feedback to sharpen your competitive edge
You can use these insights to:
- Create more persuasive ads and website copy
- Improve your App Store Optimization (ASO)
- Tailor messaging that resonates with your target audience
Don’t guess! Tap into data-backed insights to build better products and improve your marketing and customer experience.
Reach out now to get started!
What Users Love About the Equity Bank App
For starters, we were able to map out the distinct customer personas based on the reviews.
Here are some of the common ones we identified:
- Satisfied Everyday Users
These users find the app easy to use and reliable for day-to-day transactions. They value efficiency and consistency.
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Users Frustrated with Login
There are users who struggle with login due to issues like OTP failures or security question errors, leading to a negative user experience.
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Device Migration Challenged Users
There are some who experience problems accessing the app after switching devices, especially related to password or OTP validation.
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Diaspora Users with Access Challenges
There are some international users who face login problems due to non-functional OTP fields or limited customer support outside the country.
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Users Facing Transaction Challenges
There are those users who are annoyed by delays in system updates, such as unreflected loan repayments or late transaction statuses.
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Feature Seekers
There are some who are generally satisfied but looking for improvements like biometric login, enhanced password recovery, or UI refinements.
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Disappointed & Performance Critics
There are some users who report app instability like slow load times, crashes, or unresponsiveness
What Users Love About the Equity Bank App
From our analysis we found that a significant majority of users give the app a glowing 5-star rating and here’s what stands out in terms of positive themes:
- User-Friendly Design: Customers appreciate the app’s intuitive interface and smooth navigation. Whether they are checking their balance or making a payment, most of them love that the process tends to be fast and straightforward.
- Convenience & Accessibility: Customers also love features like salary advances, loan applications, and airtime purchases. They also love that the app eliminates the need for frequent trips to the bank.
In fact, many users also mention that they’ve almost stopped visiting physical branches thanks to the app’s dependable performance.
Where the Frustration Lies
Despite the praise, there’s a noticeable group of users who express dissatisfaction. typically rating the app 1 to 3 stars. Their concerns revolve mostly around technical issues that hinder access and usability. Key issues include:
- Login Troubles: Users frequently report challenges signing in, especially after reinstalling the app or switching devices. OTP delays, rejected security answers, and failed password resets are among the top complaints.
- Delayed Transactions: Some users experience lags in loan repayment updates and incoming transfers, which creates confusion and impacts financial planning.
- App Glitches: Connectivity issues and app crashes occasionally force users to reinstall the app just to access updated account information.
Opportunities for Improvement
The feedback offers clear direction on where enhancements are needed. Generally speaking, here’s is what we found about what users are asking for:
- More robust login and account recovery features, including smoother OTP delivery and biometric login options.
- Faster transaction updates for real-time tracking of deposits, repayments, and transfers.
- Improved app stability to minimize bugs and reduce downtime.
- Responsive customer support to help resolve issues more efficiently.
Wrapping up
The Equity Mobile App is clearly doing many things right as most customers have positive feedback about the app. However, there are also some technical hurdles faced by a segment of users which are hurting their experience.
Feel free to contact us at info@brandmoran.com or via +254 715770977 for a full report on this. As a product manager, developer ,UX/CX professional or a marketer in Kenya there is a lot to learn from this analysis as you strive to build better products, market more effectively and pretty much gain a competitive advantage in the market!
