This archive report was first published on 27 August 2019.
On August 27, 2019, a survey by Integrated Customer Experience Company Ajua revealed that Telkom Kenya had emerged top in customer experience, beating market leader Safaricom.
The second quarterly Customer Loyalty Industry Benchmark for 2019 showed that Telkom had a Net Promoter Score (NPS) of 38, while Safaricom's score stood at 28.
Respondents attributed Telkom's high score to affordable data and call offers, but noted that the telco needed to improve its network coverage.
Customers consider network coverage and rates when choosing a telco, and Telkom's affordable data and call offers were seen as major advantages.
However, customers also pointed out that Telkom's network coverage was a major issue, with many areas experiencing poor connectivity.
On the other hand, Safaricom was ranked second best in customer experience in Q2, with customers citing great customer care, wide network coverage, great network connectivity, and efficient mobile money services as the main reasons for their high score.
Other sectors also saw significant changes in customer experience, with KCB emerging top in customer experience with an NPS of 34, followed by Cooperative Bank with an NPS of 28, and Equity with an NPS of 25.
