Safaricom’s Fuliza credit facility , KCB Bank and Britam Insurance are among the top preferred brands in Kenya in the third quarter of 2021. This is according to Ajua’s quarter 3 customer loyalty benchmark report. Ajua describes itself as Africa’s first Integrated Customer Experience company for businesses on the continent.
The report, which is available on Ajua’s website details some of Kenya’s list exceptional brands in 9 industries from Banking to Healthcare providers. These, the company explains, are brands that customers want to continuously use, and give business because they genuinely focus on listening to their customers’ problems, empathising with them and most of all, eliminating their problems.
The ranking in the report used the NET Promoter Score (NPS), a globally recognised customer experience metric.
Here’s a summary from a few of the industries highlighted in the full report. Banking Industry:
In the third quarter of 2021, Kenyan consumers in the banking industry mainly looked at customer service, interest rates and convenience as the three main reasons to stay loyal to their banks, says Ajua.
These were the top three banks as rated by Kenyans: KCB Bank – NPS score of 36
Co-operative Bank – NPS of 35
Equity Bank – NPS of 21
One delighted KCB Bank customer shared, “They are always concerned with their clients and their service is always the best.”
When asked why they preferred Cooperative Bank one customer shared, “Low-interest rates, readily available loans even to small scale retail business.”
Speaking on convenience an Equity Bank customer shared, “The bank is very convenient and affordable, it is also in small towns whereby even people in rural areas can get services easily.” Mobile Money Lenders: The top 3 preferred mobile money lenders in Kenya in Q3 were: KCB M-Pesa – NPS of 27 M-Shwari – NPS of 27 Fuliza – NPS of 19 Ajua says consumers in this industry chose a lender based on their interest rates, repayment periods and speed and efficiency.Speaking on speed, one KCB-MPESA customer remarked, “Loans are processed instantly and have reasonable interest rates. Additionally, they are patient and the limits begin with a large amount.”One M-Shwari customer shared, “Mshwari provides you a certain due amount at any moment without providing you reasons or terms, and if payment is delayed once processed, you can still acquire the loan without delays.”A Fuliza customer mentioned “They give the loan instantly after the […]
