Redefining customer experience

 

KCB is a leading commercial bank serving 4.1 million customers across Kenya. It was essential for them to measure the satisfaction levels of their customers after engaging with Customer Care.  

mSurvey integrated mobile surveys into their customer care touch points so customers can rate their service immediately.  

This real time engagement not only provides accurate data due to reduced re-call bias, it provides KCB with a constant stream of actionable feedback to  inform strategic decision-making across Customer Service, HR, Marketing, and Operations.

 
 

 

4.1M

customers across Kenya

26,000

average CONVERSATIONS PER MONTH

42% 

average response rate