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.
customers across Kenya
average CONVERSATIONS PER MONTH
average response rate