Customers want to give the brands repeat business because they genuinely focus on listening to them, building products that solve their problems, and empathising with them.
Customers want to give the brands repeat business because they genuinely focus on listening to them, building products that solve their problems, and empathising with them.[Photo/ Getty Images]

Ajua’s Quarter 3 Customer Loyalty Benchmark Report has revealed some of Kenya’s most exceptional brands in nine sectors spanning from banking to healthcare.

According to the report, customers want to give the brands repeat business because they genuinely focus on listening to them, building products that solve their problems, and empathising with them.

The companies in the report were ranked using the Net Promoter Score (NPS), a globally recognized customer experience metric.

In Q3 2021, Kenyan consumers in the Banking industry mainly looked at customer service, interest rates and convenience as the three main reasons to stay loyal to their banks. The banks rated top three by Kenyans were the Kenya Commercial Bank that scored an NPS of 36, Co-operative Bank with an NPS of 35 and Equity Bank with an NPS of 21.

In the Insurance industry, Britam Insurance ranked highest with an NPS of 30, UAP Old Mutual Insurance with an NPS of 22 followed by Jubilee Insurance with an NPS of 19. The main reasons Kenyans picked an insurer were, customer service, premiums and the speed and efficiency of dispensing claims.

Kenya’s top three mobile money lenders were KCB-M-Pesa with an NPS of 27, followed by M-Shwari with an NPS of 25, and Safaricom’s Fuliza with an NPS of 19. Consumers in this industry chose a lender based on their interest rates, repayment period and speed and efficiency.

In the Telco industry, Safaricom was ranked best in customer experience delivery with an NPS of 39, followed closely by Telkom with an NPS of 33 and Airtel with an NPS of 24. Customers in this industry opted to subscribe to a provider largely due to their network coverage, customer service, speed and efficiency.

“Consumers in Kenya are more empowered than they have ever been with several options and the web has made the markets even more competitive. For businesses to make it, they have to be intentional and go the extra mile to get customers to actually love their brand,” noted Ajua.

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