mSurvey has released Customer Loyalty Industry Benchmark Report for the third quarter of 2018 which highlights Kenyans’ preferred brands in customer experience and the drivers behind their success from 12 industries with new entries including government facilities, tertiary education and public transport in Nairobi County.
Sectors that improved in their customer service delivery within the quarter included banking and health facilities.
In the insurance sector, customer service, efficiency and speed with which the claims are processed and queries responded to were the key drivers of customer loyalty.
The National Hospital Insurance Fund (NHIF) which had a Net Promoter Survey (NPS) of 11 made significant improvements within the quarter with customers attributing this to improved speed of delivery and products that meet the customer needs at a pocket friendly cost.
“Having NHIF helps when one needs medication and also helps when there are high bills,” says an NHIF subscriber.
There is a continued disparity in service offering between private and public health institutions, with most public health institutions scoring lower ratings as opposed to NHIF Kenya that performed relatively well in comparison with private institutions.
“Our Vision is to be a world-class Social Health Insurer. We are very happy that our customers recognize our efforts and can attest to the improved quality of our services. I thank all the NHIF staff for their great effort in making this happen. I urge them to keep the good work to further improve quality service delivery to our customers,” read the board’s statement concerning the improvement.
NHIF is a social health insurance scheme operated by NHIF. The fund introduced an outpatient package in July 2015.
Apart from the general public, NHIF offers health insurance products to civil servants and disciplined forces. Other services offered include health insurance subsidy programme for the poor, elderly and people with severe disabilities.
The majority of patients are treated from common diseases and infections including flu, malaria, typhoid and cholera.
Alice Nzau an NHIF member from Kitui says, “That Ksh500 you pay every month might seem like a lot but it takes you a long way when you are faced with a medical need.”
The scheme has no upper age membership limit, covers its members for all medical conditions except cosmetic procedures and no limitation on the number of declared dependents.
“The national scheme seeks to ensure that every individual and/or family enjoy comprehensive in-patient and out-patient covers to save them from the effects of unpredictable and catastrophic spending on medical bills,” reads a statement from the state insurer.
“The national scheme is a social comprehensive cover and health facilities have been contracted by NHIF country wide to provide the services under the scheme. NHIF acknowledges that many families without health insurance cover have been pushed into abject poverty and inhumane treatments such as detention in hospitals for their inability to pay medical bills or worse still, by disposing off valuable family assets.”
John Chege, an NHIF member from Kirinyaga could not hide his joy after he was saved exuberant bills after his wife underwent numerous scan.
“The NHIF card is very important. It catered for all the scans and treatments my wife needed. I would urge NHIF to continue maintaining it,” he said.
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