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Taxi hailing companies rank highest in client satisfaction

By Annette Kariuki and Moses Omusolo | April 27th 2019

Taxi hailing companies have the most satisfied clients in Kenya, a new study has revealed.  

According to research by Consumer Insight, the average Kenyan is more likely to be satisfied by the services of the technology-based taxi services than by service providers in any other sector.

The finding was based on several factors such as low complaint incidents, leading to customers’ willingness to pay more for services.

The study, named Arete focused on the service industry with eight sectors including financial, internet, mobile phone, PayTV, online retail, supermarkets and mobile-based cab services.

“Among our over 3,000 respondents, taxi hailing companies are the best performing in customer service, either prompted or spontaneous,’’ said Consumer Insight Research Director Ruth Ruigu while releasing the study report yesterday.


Further, she said, such companies have distinguished themselves in the use of technology to deliver services, earning them a score of 60 per cent.

“PayTV companies are the second best performing at 54 per cent followed by home Internet services,” said Ms Ruigu.

Mobile phone dealers and online retailers scored 52 and 51 per cent respectively with the rest below the 50 per cent mark.

Supermarkets were rated the poorest service providers at 44 per cent.

However, in terms of individual companies, the story is quite different as online retailers top the list.

“Jumia was the leading company in customer service followed by Safaricom, Uber and Multichoice,” said Ruigu.

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