Account

Skyline Investments

Customer Experience Survey

Started: 18th August, 2024

Overview

Total Responses: 32

Gender:
Male: 15, Female: 13

Devices:
Hub: 21, Smartphone: 6, Computer: 0

Branches:
Ntinda: 7, Wandegeya: 4, Bugolobi: 3

Customer Satisfaction (CSAT)

Terrible - Bad (1-2): 3%

Neutral (3): 13%

Good - Excellent (4-5): 84%

CSAT Score: 84%

CSAT ranges from 0 to 100%.

Customer Effort Score (CES)

Difficult (0-6): 40.63%

Fair (7-8): 25%

Easy (9-10): 34.38%

CES Score: 34%

CES ranges from 0 to 100%.

Net Promote Score (NPS)

Detractors (0-6): 21.88%

Passives (7-8): 34.38%

Promoters (9-10): 43.75%

NPS Score: 21.87

NPS ranges from -100 to 100.

Last 5 Comments

Date Name Email Comment
September 21, 2024 at 10:04 pm Bubu bubu@email.com

Lower your prices.
September 17, 2024 at 3:12 pm Allan

Open more branches.
September 17, 2024 at 2:34 pm Brian

Open more location
September 16, 2024 at 4:06 pm John johns@email.com

Please revise your time management.
September 10, 2024 at 4:54 pm Mr. Cafe cafe@email.com

Slow service

Ntinda Branch

Number of Customers: 12

Customer Satisfaction Score: 67%

Customer Effort Score: 42%

Net Promoter Score: 0

Wandegeya Branch

Number of Customers: 14

Customer Satisfaction Score: 64%

Customer Effort Score: 36%

Net Promoter Score: 64.29

Bugolobi Branch

Number of Customers: 6

Customer Satisfaction Score: 83%

Customer Effort Score: 17%

Net Promoter Score: -33.33

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Recommendations (Basing on Overall Feedback):

Overall Observations
  • Total Responses: The sample size of 27 is relatively small, which may affect the reliability of the results. Efforts to increase survey participation should be considered to get more representative data.
  • CSAT (Customer Satisfaction Score): The overall CSAT is 85%, which is generally positive, indicating that most customers are satisfied with the services provided.
  • CES (Customer Effort Score): The CES is 37%, which suggests that customers might be finding it relatively difficult to interact with the service or complete their desired actions. A lower CES is better, so this is an area of concern.
  • NPS (Net Promoter Score): The overall NPS of 33.33 indicates that there are more promoters (customers likely to recommend the service) than detractors, but there is still room for improvement.
Gender Distribution
  • Disparity in Gender Representation: With 23 male and only 4 female respondent, there is a significant gender imbalance in the survey responses. This may skew the results and does not accurately reflect the customer base. It’s important to encourage more female customers to participate in future surveys to obtain a more balanced view.
Device Usage
  • Hub Dominance: The majority of respondents (21 out of 27) used smartphones to complete the survey. This suggests that mobile optimization should be a priority in customer interactions. The lack of responses from computer users might indicate either a lack of access or a preference for mobile and hub devices.
Branch-Specific Insights
Ntinda Branch:
  • Low CSAT & CES: The CSAT is 56%, and CES is 44%, both indicating that customers are less satisfied and finding it more difficult to interact with the services. This branch needs to focus on improving customer service and reducing the effort required for customers to achieve their goals.
  • NPS: The NPS of 11.11 is relatively low, indicating that few customers are promoters. Addressing the issues contributing to low satisfaction and high effort could improve this score.
Wandegeya Branch:
  • Moderate Performance: The CSAT of 69% and CES of 38% are better than Ntinda but still indicate room for improvement. However, the NPS of 76.92 is excellent, suggesting that customers who are satisfied are very likely to recommend the branch to others. The focus here should be on reducing customer effort further to enhance satisfaction.
Bugolobi Branch:
  • Mixed Results: This branch has the highest CSAT at 80%, indicating high satisfaction. However, the CES of 20% shows that customers find it relatively easy to interact with the service, which is good. The major concern is the NPS of -40, indicating that there are more detractors than promoters. This disconnect suggests that while customers may be satisfied, they might not be loyal or enthusiastic about recommending the branch.