Empowerbank Customer Satisfaction Survey
Project Overview
Research Matters was commissioned to conduct a comprehensive
Customer Satisfaction Survey for EmpowerBank to assess customer experiences and provide evidence for improving service delivery. The study examined service quality, transaction processing speed, accessibility of product and service information, staff courtesy, and the accessibility of banking products to different customer segments.
Objective
The project sought to provide management with an independent, evidence-based assessment of customer satisfaction and identify the aspects of the customer experience requiring improvement. Particular attention was given to service quality, accessibility, digital banking, loan processing, customer interactions and product awareness.
Research Approach
A
quantitative customer survey was conducted with
384 customers across all 10 provinces of Zimbabwe and four branches, providing nationwide coverage. Digital data collection was undertaken using ODK/KoBoCollect, with fieldwork conducted from 6–9 December 2023.
The analysis incorporated descriptive and inferential statistics and assessed customer experiences across 20 service attributes. The assignment also calculated the
Customer Satisfaction Index (CSI/CSAT) and
Net Promoter Score (NPS) and applied a
Service Priority Matrix to distinguish areas of strong performance from high-priority improvement areas.
Key Research & Consultancy Skills Demonstrated
- Customer satisfaction research and survey design
- Nationwide quantitative field research
- Digital data collection using ODK/KoBoCollect
- Sampling and fieldwork coordination
- Customer experience measurement
- Customer Satisfaction Index (CSI/CSAT) analysis
- Net Promoter Score (NPS) analysis
- Service Priority Matrix analysis
- Product awareness and usage analysis
- Banking service quality assessment
- Statistical analysis and data visualisation
- Strategic recommendations and management reporting
Key Outcomes
Staff-related attributes were among the strongest areas of performance, particularly friendliness, receptiveness, product knowledge and empathy.
Key improvement priorities included
accessibility, online banking functionality, loan processing, self-help platforms, affordability, innovation and customer relationship management.
Value Statement
The assignment transformed nationwide customer feedback into
actionable customer-experience intelligence, enabling management to understand what customers valued, benchmark overall satisfaction and loyalty, identify service delivery gaps, and prioritise improvements in physical accessibility, digital banking, product communication and customer service. The findings provided a measurable baseline against which future customer satisfaction performance could be tracked.
Portfolio Category: Market Research | Customer Satisfaction | Customer Experience (CX) | Banking & Financial Services
