Telkom beats Safaricom in customer experience - New Survey ▷ Kenya News

Telkom Kenya has emerged top in customer experience beating market leader Safaricom, a new survey has revealed.

The second quarterly Customer Loyalty Industry Benchmark for 2019 by Integrated Customer Experience Company Ajua (formerly mSurvey) showed that Telkom had a Net Promoter Score (NPS) of 38 while Safaricom's score stood at 28.

Safaricom was the second best in customer experience in Q2. Photo: Ajua
Source: UGC

Telkom rose 13 places from Q1 displacing Safaricom which maintained its Q1 score of 28.

Respondents, according to the survey, attributed their high score award for Telkom on what they termed as affordable data and call offers. They were, however, quick to point out that the telco needed to improve its network coverage.

“Affordable data subscriptions and its cheaper to use in terms of airtime. Amazing data bundles and voice calls prices. They are cheaper but have network issues in most areas," excerpts from the survey read.

Customers consider network coverage and rates when choosing a telco. Photo: Ajua
Source: UGC

Safaricom was ranked second best in customer experience in Q2 and customers cited great customer care, wide network coverage, great network connectivity and efficient mobile money services as the main reason for promotion.

In the banking sector, KCB emerged top in customer experience with NPS of 34. Customers singled out lower interest rates on loans compared to other banks.

Cooperative Bank came second with an NPS score of 28. Customers attributed this to lower transaction charges compared to other lenders.

KCB emerged top with NPS of 34. Customers cited lower interest rates on loans compared to other banks. Photo: Ajua
Source: UGC

Equity was the third best in customer experience with NPS of 25 which marked a two points improvement from its Q1 score of 23.

Customers rewarded Equity for accessibility to banking services throughout the country and easier access to loans.

Customer service remains the main driver of customer experience in the banking industry. Photo: Ajua.
Source: UGC

In the insurance sectors, Britam led the pack with an NPS of 22 followed by NHIF (21), Jubilee (15) and Old Mutual (13).

Customers were happy about faster compensation at Britam compared to other insurance companies, full compensation and great customer service.

With an NPS of 46, Shell took lead in the energy sector and it was closely followed by Total (42) while Ola and Kobil tied with an NPS of 14.

For the food and beverages category, customers said they got the best customer experience from KCF which scooped a score of 39. Java House accrued an NPS of 32, Chicken Inn (25) while other restaurants had six.

"Customers gave high scores for; delicious food and great customer experience. The services are good and the food delicious ...worth your spending,” the report read in part.

More to follow

Source: Tuko