KCB tops in banking in 2019 customer loyalty benchmark report

May 3, 2019
Kenya Commercial Bank retained the top spot in Q1 emerging as the bank with the best customer experience /FILE

, NAIROBI, Kenya, May 3rd – mSurvey, Africa’s first Integrated Customer Experience company has released the first Customer Loyalty Benchmark Report for 2019.

The report highlights Customer Experience trends in Quarter 1, 2019 across 10 industries including banking, energy, government facilities and telcos among others.

All industries recorded significant improvement in customer experience over the past quarter with government facilities making significant improvements in their customer delivery mainly owing to Huduma Centres.

Customer service was the biggest driver of Customer Experience in the Banking industry with 49% of customers attributing their score to the quality of service delivered.

Kenya Commercial Bank retained the top spot in Q1 emerging as the bank with the best customer experience where the customers commended the bank for its low-interest rates on loans as well as their overall customer service.

Equity Bank was the most improved brand in the industry and was appreciated by customers for friendly transaction rates and efficiency.

Speaking on the trends in the industry mSurvey Chief Executive Officer and Co-founder Kenfield Griffith said the latest string of mergers and acquisitions in the banking sector is likely to contribute to transformation in customer experience in this space in the 2nd half of 2019.

NHIF recorded the best and most improved eustomer experience in the Insurance industry. Customers who interacted with NHIF over the past 3 months shared that they were delighted by NHIF’s prompt payment of medical bills and overall customer service.

Customers also cited the Affordability and wide coverage of services which gives NHIF
competitive advantage over other insurers.

Customers lauded NHIF’s outpatient services as well as their reliability, particularly in public hospitals. Customer service, speed and level of efficiency accounted for 90% of the Customer Experience in Government facilities.

Government institutions made a significant leap in Customer Experience in Q1, improving from position 35 to 13. However, despite the improvements in experience, there was a disparity in different facilities, with some offering extremely slow and poor service.

The improvement was largely owed to Huduma Center’s performance which was commended by Kenyans for improved speed and better customer service in Q1. Some of the facilities rated include NTSA, Directorate of Criminal Investigation (DCI), Immigration and NSSF among others.

This feedback comes after the government extended the number of working hours in 8 Huduma Center branches across the country due to the number of people seeking services, this was a likely driver of the improvement.

Customers are paramount to the growth of a business and companies and institutions are increasingly implementing customer experience programs in order to thrive in a competitive market.

mSurvey, in addition to providing a platform for measuring Customer Experience and loyalty, aims
to provide industry Net Promoter Scores (NPS) benchmarks and top brand scores to help businesses make comparisons and set improvement goals.

mSurvey has enabled businesses to understand the drivers of customer loyalty over the years, enabling them to increase their operational efficiencies and enhance their competitive advantage.

With consistent use over time, leading brands have been able to strengthen their brand equity and grow their revenues.

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