Kenya’s favourite companies announced in survey
Telkom Kenya, Old Mutual, DSTV, Co-operative Bank, Chandarana Supermarket, Total Kenya and Aga Khan Hospital have been identified as some of Kenya’s “most loved” according to a recent survey by a local agency.
The report titled NPS Industry Benchmark – Kenya for quarter one 2018, was measured through the use of mSurvey; a by mobile-first consumer experience platform and the agency results were reached through the use of the Net Promoter Score (NPS). This is a tool used to determine the loyalty between a customer and a provider of a good or service.
The poll scrutinized consumer loyalty to companies dealing in telecommunication, banking, energy, retail, digital TV providers, insurance and health facilities.
Findings from the report show that the most preferred telecom company, Telkom Kenya, beat out Safaricom and Airtel due to its perceived affordable and fast data and its appeal to millennials. Telkom Kenya beat out Safaricom and Airtel – a study mSurvey platform says. With the digital TV providers, DSTV was considered the most well-liked as customers enjoyed its wide array of channels although pricing was seen as a drawback.
In banking, customer service, transaction fees and accessibility are the most impactful customer experience themes. These are especially pronounced in the three leading banks – Co-operative Bank, KCB and Equity Bank. The banks’ mobile money and app services were also a strong selling point within their popularity.
“mSurvey is a platform that allows businesses to measure their Net Promoter Score using SMS conversations with their customers. mSurvey also compiles a quarterly report on customer loyalty in Kenya, which shows NPS scores by industry. This allows businesses in the country to have access to industry standards they can work towards or exceed,” said mSurvey Chief Commercial Officer Claire Munene.