Briefing Note 111: Managing Customer Satisfaction in Agent Banking

This Briefing Note discusses the design and implementation of a Customer and Channel Satisfaction Measurement and Management (CSM) exercise which seeks feedback from m-banking customers on important areas that influence take up and on-going use of services.  These areas should include (but not be limited to) the product, cost/charges, marketing, process and service provided by the agent.

While there are many ongoing m-banking pilots, few have shown capacity to be taken to scale. The CSM is a good way to understand the extent to which the product is satisfying customer concerns and make amendments accordingly.

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