Kenya’s healthcare industry might be one of the key pillars of economic growth but citizens have no faith in it as the sector is still lagging behind in terms of customer experience compared to other industries.
According to the latest survey, the Customer Loyalty Benchmark Report 2019, the healthcare industry recorded a total Net Promoter Score (NPS) of -5 the first three months of 2019 marking a consistent trend with three months to December 2018.
NPS is a worldwide metric used to measure customer loyalty based on answers to questions where the Africa-based Integrated Customer Experience Company selects 1000 respondents from each industry.
The Treasury’s budgetary allocation on health services under the universal healthcare initiative was increased by 57.8 percent from 61.8 billion shillings in 2017/2018 financial year to 97.5 billion shillings in the current financial year ending June. However, not much of an achievement is visible.
“The disparity of service offerings in private and public sector persists, with government hospitals recording a negative NPS over the last three quarters,” mSurvey stated.
According to over 50 percent of the respondents, customer service marks the highest driver of customer experience. Of the total number of respondents, 15 percent pointed to speed and efficiency whereas others flagged quality, price, staff, hygiene, and facilities.
Although it recorded a decline in the level of customer experience from 29 to 11, Mater hospital took the lead in the healthcare industry.
The lead was attributed by customers to the level of communication and superior information dispensation by the hospital.
Moi Teaching and Referral Hospital in Eldoret registered an NPS of 10 compared to 9 in the last quarter of 2017/2018 to emerge the second-best performing hospital in 2018/2019 quarter.
“Customers rewarded MTRH for excellent customer service and quick response,” it showed.
In the insurance sector, NHIF was noted with the most improved customer experience and customers who interacted with the insurance in the last three months cited its promptness in the payment of medical bills and overall customer service.
Consecutively, the national insurer was also commended for affordability and wide coverage of services giving it a competitive advantage over other insurers.
“Irrespective of the minimal amount of 500 shillings a month one can always be served in a hospital with the NHIF cover,” one customer said.
“It’s conducive especially when my child is sick and I happen not to have money, I know my child is still covered,” another respondent noted.