+254 20 445 3881/2


Customer Satisfaction Index for the

Banking Industry

In today’s fast paced world, gauging stakeholder perception is not only necessary for ensuring satisfaction and commitment, it is also imperative for tracking identifying key success factors.

The dynamism and competitive nature of the financial services sector dictates that unless stakeholders are kept happy and loyal by their service providers, they will move elsewhere.

The BankTrak Index has been designed to:

  1. Assess level of satisfaction with both functional and emotional aspects of key customer performance areas within the financial services sector;
  2. Determine overall customer loyalty of the various banks using the Net Promoter Score (NPS); 
  3. Design an industry wide Customer Satisfaction Index (CSI) that facilitates benchmarking and highlights best practice.