mSurvey found that customers of petroleum market leaders Shell and Total were most likely to recommend their service stations in that order to family and friends in the year under review.
In the retail industry, consumers favoured Tuskys to Naivas citing speed, efficiency, a wide variety of products and good customer service.
Shoppers also valued Naivas for its fair pricing and a better overall experience but decried the chain’s speed and the level of efficiency.
Fuel companies and supermarket chains have emerged top in terms of delivering good customer experience and are thus more likely to inspire loyalty.
This is according to a survey conducted by customer experience company, mSurvey, across 10 industries in Kenya.
The study found that customers of petroleum market leaders Shell and Total were most likely to recommend their service stations in that order to family and friends in the year under review.
In the retail industry, consumers favoured Tuskys to Naivas citing speed, efficiency, a wide variety of products and good customer service.
Shoppers also valued Naivas for its fair pricing and a better overall experience but decried the chain’s speed and the level of efficiency.
In the telecommunications industry Telkom Kenya emerged tops owing largely to fast and affordable data bundle offerings.
Safaricom #ticker:SCOM followed in second place after excelling in overall customer service as well as efficiency and reliability. Airtel’s customers cited poor connectivity in some areas as a bad experience which led to a drop in the company’s score.
However, Airtel had the highest average over the whole year, thanks to a spike in its score between April and September.
Firms in the insurance, tertiary and health sectors were the least recommendable in 2018, which mSurvey says is in part because customers making insurance claims or seeking medical assistance are often already in distress. NSE-listed insurer Sanlam provided the best experience, mostly driven by speed and efficiency of processing claims.
Mater Hospital recorded the most improved customer experience owing to superior customer care and better quality of service, according to customers.
The firms across several industries were ranked using a Net Promoter Score (NPS), a globally recognised customer loyalty metric adopted by more than two thirds of Fortune 1,000 companies.
It is based on asking customers whether they would recommend a firm to their family and friends.
Although government facilities continued to fare poorly in the period under review, Huduma Centre scored an NPS of 21 in the quarter ending 2018, exceeding the industry standard NPS of 13 thanks to the quality and speed of customer service.
In banking, Kenya Commercial Bank (KCB) #ticker:KCB fared better than Co-operative Bank #ticker:COOP in the quarter, but the latter boasted the highest average customer experience over the whole year.
KCB customers cited friendly rates and customer service as a key source of delight, while Co-op Bank clients reported incidences of poor treatment by customer-facing staff as their main source of a bad experience.
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Note: The results are not exact but very close to the actual.
