Customers queue for service at a Kenya Commercial Bank (KCB) branch in Nairobi

The Kenya Commercial Bank (KCB) displaced Equity and Co-operative Bank to become the best customer experience provider in Q4, 2018, the latest report by mobile consumer feedback platform mSurvey shows.

According to the survey conducted between October and December last year dubbed Customer Loyalty Benchmark Q4 2018, KCB customers cited friendlier rates and charges as well as overall customer service as compared to Equity and Co-op Bank.

“Incidences of poor treatment from customer facing staff at Co-operative Bank were a significant cause of bad experience in Q4 with the bank experiencing a drop in NPS,” reads the report.

KCB’s mobile banking platform was popular with the respondents who averred that the app is a huge draw for them.

In retail, shoppers were less satisfied with services while shopping at Kenya’s two largest supermarket chains Naivas and Tuskys in Q4.

mSurvey’s report shows that Tuskys pipped Naivas in popularity because of how fast and efficiently customers were attended to. Naivas on the other hand was popular because of its pricing for the different range of products it stocks but was cited for slowness and inefficiency.

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Tuskys garnered a Net Promoter Score (method used to gauge customer feedback) of 27 in Q3 and 26 in Q4 while Naivas garnered an NPS of 25 in Q4 and 23 in Q3.

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“Tuskys performance in Q4 was driven by speed, efficiency, having a wide variety of products as well as good customer service according to consumers. Shoppers also mention superior product quality as key in driving customer satisfaction,” reads the report.

In the telco industry, Quarter 4 was a financial period to forget for Airtel after losing 13 NPS points.

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“Safaricom and Telkom brands had an improved level of experience according to consumers, moving marginally from 13 to 14 and from 16 to 17 respectively, whereas Airtel’s NPS went down by a drastic 13 points,” reads the report.

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About the Author

Samuel Gitonga is a senior reporter at BUSINESS TODAY. Email: [email protected]