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Report: Kenyans unhappy with “poor” services in public hospitals

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Government hospitals continue to render poor service delivery with the latest report by consumer research firm mSurvey revealing that Kenyans are decrying inadequate staff and facilities as well as unsatisfactory treatment by staff at the institutions.

The Industry Benchmark Q3 Report released on November 5 reveals continued disparity in service offering between private and public hospitals.

According to the report, Gertrudes Children Hospital emerged the leading hospital in the private sector in Q3, with a Net Promoter Score (NPS) of 37 above the industry score of negative 5 points, owing to what customers said was the speedy response to patient needs and staff who were courteous and helpful.

The mSurvey report lists banking, health and retail sectors as the most improved in customer responsiveness.

The report further reveals that the sectors improved in their customer service, recording higher Industry Net Promoter Scores (NPS) compared to the previous quarter.

NPS is a globally recognized customer loyalty benchmark that enables businesses to see how they rank against their competition and establish the drivers behind the success of the industry leaders.

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According to Kenyan customers, Equity and Co-operative Bank emerged as the industry leaders in quarter 3 scoring an NPS of 21, 3 points above the industry score for the quarter.

Speed, efficiency of delivery, and better rates were the main drivers of NPS in the Banking Industry.

In the insurance sector, Sanlam emerged the industry leader with an NPS of 23, 10 points above the industry NPS. Customer service, efficiency and speed with which the claims are processed and queries responded to were the key drivers of customer loyalty.

The National Health Insurance Fund (NHIF) recorded significant improvement within the quarter with customers attributing this to improved speed of delivery and products that meet the customer needs at a pocket friendly cost.

In mSurvey’s report, a verbatim comment from one customer on NHIF services was, “Having NHIF helps when one needs medication and also helps when there are high bills.”

Overall, the energy sector continues to offer the best experience to customers across the industries, despite the significant drop this quarter.

While releasing the report, mSurvey’s Chief Commercial Officer (CCO) Claire Munene said customers play an integral part in the growth of any business.

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“Understanding the drivers of customer loyalty enables a business to increase operational efficiencies, whilst enhancing their competitive advantage through product innovation. These actions have proven to result in strengthened brand equity and revenue growth.” said Ms. Munene.

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