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Market Coverage
Aareton Blue

I & M Bank Kenya – This is a market measuring customer satisfaction across multiple financial institutions in Kenya. Run annual – 2021 & 2022

Collaboration with various clients across Africa

The assignment sought to evaluate the general customer experience and satisfaction while interacting with I&M personnel. We evaluated the customer experience and satisfaction while interacting with the ATMs and Mobile transactions platform. For competitors, the assignment sought to evaluate the general customer experience and/or satisfaction while interacting with personnel. I & M Bank competitors were namely NCBA Bank, Standard Chartered bank and ABSA. We evaluated the customer experience and/or satisfaction while interacting with the ATMs and Mobile transactions platform of those competitor banks. The study provided insights on how prepared the I & M Bank personnel were in handling different bank related scenarios in comparison to other banks

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  1. For qualitative studies, we help our clients with refining the tools, translating materials when needed and recruiting the right respondents. We also moderate sessions and provide you with videos, audio recordings, transcripts, and a high-level report if you’d like. Everything we do is tailored to the client’s unique needs. For Qual studies, we support focus groups, in-depth interviews (IDIs), workshops, and product tests!

  2. For our quantitative studies, we use both CATI and face-to-face methods, depending on what works best for gathering insights. In Africa, while face-to-face interviews may be a bit pricier, they often lead to deeper insights, which we find really valuable. Just like with our qualitative studies, we make sure to review the tools, translate everything into different languages if needed, build sampling frames, script the tools, and run data collection with a strong focus on quality control. We provide our clients with data formats like SPSS or Excel. Plus, if you’d like, we can also help with analysis.