mSurvey reveals kings of customer service
mSurvey, a Cross Culture Ventures company, is quickly becoming the standard for customer feedback and consumer care bench-marking in Kenya and other African nations. The Industry Benchmark Q2 report for 2018 released by mSurvey, a consumer feedback company, used the Net Promoter Score (NPS) to rank companies in terms of responsiveness to customer care covered the insurance, energy, telcos, digital TV providers, banking, retail/modern trade, and health facilities/hospitals.
Of note, Airtel’s NPS jumped significantly from 16 in Q1 to 37 in Q2, moving the brand to the top of the Telco industry. Improved customer experience and affordability of both voice and the internet were credited for the ascension. Interestingly, Business Daily published stats from the communication authority that recorded an 18% subscription growth for Airtel. It seems customer care is quite important.