Survey reveals Kenya’s leading companies in customer care

August 2, 2018
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Naivas, alongside Britam, Oil Libya, DSTV, Airtel, KCB and Aga Khan Hospital lead their respective sectors/CFM

NAIROBI, Kenya, Aug 2 – Seven companies have been identified as the most responsive to customer complaints and queries in Kenya according to a new report.

The survey has named Britam, Oil Libya, DSTV, Airtel, KCB, Naivas and Aga Khan Hospital leading their respective sectors in customer loyalty.

The Industry Benchmark quarter two report released by mSurvey used the Net Promoter Score (NPS) to rank companies in terms of responsiveness to customer care.

The National Hospital Insurance Fund was the most improved institution in customer responsiveness with respondents saying there is more understanding about what is covered under the scheme, leading to a better customer experience.

However, health facilities sector registered the lowest NPS, moving -4 to -10, driven by the main private hospitals as well as Moi Training and Referral Hospital with the difference between the NPS in private and government hospitals remained significant.

The report states that there was a decline in the level of services and treatment by nurses and doctors across various branches of private hospitals, despite the high cost.

The main driver for detraction in government hospitals remains the speed of attending to patients, inadequate facilities and equipment, as well as negligence.

The energy sector recorded the highest Net Promoter Score (NPS), with Oil Libya ranked most responsive to customer needs, followed by Shell, Total and Kobil respectively.

Customers cited caring, friendly and customer-centric staff, quality and affordable fuel, convenience and accessibility as the main differentiator, with delays in serving customers mentioned as the main concern.

All the main insurers reported improvement on how they responded to customers’ needs, and were ranked for excellent customer care and support, especially during emergencies.

Britam which had the highest NPS was followed by Resolution Health, Jubilee and Old Mutua/UAP respectively.

In the Telco sector, Airtel’s moved to the top of the industry due to its improved customer experience and affordability of both voice and the internet while Safaricom dropped, despite being the market leader, mainly driven by high costs with a lot of customers complaining about a lack of understanding on charges for airtime and bundles.

“Despite being equally affordable, Telkom had a high number of passive customers, who attributed this to poor connectivity,” the report states.

In the Banking sector, Equity dropped by nine points compared to Q1, with customers citing declined customer service, long queues, below expectation treatment by staff and slow resolution of issues.

“Reliability is the underlying theme in organizations that have performed well in the industry. The customer’s experience is shaped by how much they can rely on their provider to always be there,” said Kenfield Griffith, mSurvey’s CEO, while releasing the report.

1000 mSurvey audience members were surveyed for each industry. mSurvey’s Kenyan Audience has about 37,000 people from different demographics and regions in Kenya.

So far, over 100 companies operating in Kenya are using the score, which has been adopted by more than two thirds of Fortune 1,000 companies, including Apple, Sony, Amazon, British Airways and Tesla.

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