A new Customer Loyalty Industry Benchmark report by mSurvey has named the best Kenyan organizations in customer service.
The survey ranked Co-operative and Equity banks as the leading financial services providers in customer experience in the third quarter of 2018.
In the retail and modern trade sector, Tuskys Supermarket emerged the best in customer service, efficiency and speed.
On the other hand, Shell led the energy sector while DSTV led the digital TV providers.
Equally, Airtel emerged victorious among the telecommunication service providers while Sanlam led the pack among the insurance firms.
Gertrude Hospital was also ranked best in customer service among the health facilities owing to the speedy response to patient needs and their staff who are described by customers as courteous and helpful.
Banking, Health Facilities and Retail sectors generally improved and recorded higher Industry Net Promoter Scores (NPS) from the previous quarter.
The Energy sector maintained its best experience to customers across the industries while NHIF made significant improvements within the quarter with an NPS of 11.
NHIF customers attributed the change to improved speed of delivery and products that meet the customer needs at a pocket-friendly cost.
A continued disparity in service offering between private and public health institutions saw customers calling out inadequate staff and facilities as well as unsatisfactory treatment by attendants in government hospitals.
