KCB named best company in customer responsiveness

By M&M Reporter

Kenya Commercial Bank, Sanlam Insurance Company, Shell, Telkom Kenya, Dstv, Tuskys, and Mater Hospital are companies leading in customer responsiveness  in their respective sectors in 2018, according to a new report on customer responsiveness released today.

The Industry Benchmark Q4 report released by mSurvey, a consumer feedback company, used the Net Promoter Score (NPS) to rank companies in terms of responsiveness to customer care.  

In the banking sector, Kenya Commercial bank displaced Equity and Co-operative bank as  best customer experience provider, with customers citing friendlier rates and charges as well as overall customer service, as the reasons for best customer loyalty. The largest source of detraction for KCB was their experience on the mobile banking platform.

Sanlam emerged top in the insurance sector, driven primarily by the speed and efficiency of processing claims.  Despite an increase in NPS in the third quarter, NHIF’s level of customer experience declined in Q4, as did all other brands. Customer experience in this sector continues to be driven by the overall level of customer service, and the efficiency and speed with which the claims are processed.

As was the case in previous Quarters in 2018, the energy sector provided the best level of customer experience.  It was also the only industry with an improvement in NPS in Q4, moving from 23 to 31, the average for the first two quarters of 2018. Shell, which consumers say offered the best experience, had more promoters highlighting the quality of products compared to other brands. The main drivers of customer experience in this industry remain overall service and the quality of products.

In the Telco sector, a slight decline in NPS was experienced, capping off a consistent downward trend in 2018. Telkom emerged top in this category, driven by fast data and affordable data bundle offerings. It was followed by Safaricom and Airtel respectively.  

In the cable and digital TV sector, Dstv recorded the highest NPS, with the number of channels, diverse content and clarity cited as the main attributes for superior experience. Bamba TV had a significant increase in the number of promoters, growing the NPS from 2 to 10, making it the only brand on an upward trend. More than 30% of Bamba TV’s promoters mentioned cost as the main driver for a delightful experience.

Both Tuskys and Naivas, the leading retailers in the country saw a marginal drop in the level of customer experience in Q4. Tuskys continues to deliver a better experience to their customers driven by speed, efficiency, having a wide variety of products as well as good customer service. Shoppers also mention superior product quality as key in driving customer satisfaction. Consumers rewarded Naivas with good scores based on fair pricing and a better overall experience.  

In the health facilities sector, the level of disparity in customer experience between public and private facilities continued, despite an improvement in customer experience at Moi Teaching and Referral Hospital (MTRH).Mater Hospital had the most improved customer experience, driven by overall superior customer care, better quality of service and cheaper costs. Staff attendance to patients and the speed at which they are attended to patients heavily influenced loyalty in this sector.

Releasing the report, mSurveys Chief Product Officer Louis Majanja said “The mSurvey platform enables businesses to inform their strategies through real-time customer feedback, whilst enabling them to come up with measures to mitigate poor customer responsiveness.”

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