In the telecommunication sector customer is king, so the king must be treated as such because at the end of the day the customer’s loyalty that brings growth and success of the any telco company. Loyalty can be measured today based on survey-based data and the introduction of a straight forward metric called the Net Promoter Score (NPS). This is the system that firms such as mSurvey use to gauge loyalty across a number of industries in the country, ranging from transport to mobile operators.
mSurvey understands that NPS, this is the single most reliable indicator of a company’s ability to grow, and is derived from survey responses to a likelihood to recommend a product or service based on a scale.
The survey firm has now launched its State of Customer Experience in the Kenya that covers 10 industries. In his regard this system, mSurvey, highlights inconsistent customer experience across all sectors, save for Health and Energy that maintained consistency in 2018.
The firm had interest in developing countries, and since Kenya is the leader in the East African front. The company had a go at the third largest carrier, Telkom and which emerged as the leader in 2018 with an average NPS of 22.5. According to mSurvey, the impressive numbers were based on the carrier’s activities that have made it the preferred network for demographics that look for value in data plans. One user reported ‘consistent network and data speeds, as well as affordable rates.’ Safaricom came in second with an NPS score of 16.75 and Airtel closed the race thanks to a series of complaints that faults its poor connectivity in some areas.
These numbers reinforce the larger picture of telco trends in the country. Telkom continues to explore several projects to grow its network, including continual expansion of LTE coverage and plans to launch 4G in remote areas using high-flying balloons that should go live by mid-2019.
