Overview

Dashen Bank is one of Ethiopia's leading private sector banking institutions. A Customer Satisfaction (CSAT) and Net Promoter Score (NPS) survey was conducted using data collected from the Bank’s customers at branches across Addis Ababa City Districts and Up-Country Districts. The aim of the survey was to gather insights on CSAT and NPS, which are crucial for enhancing customer engagement and improving service delivery at all Dashen Bank branches and self-service terminals. The survey also provided actionable recommendations to enhance customer service and better meet customer expectations.

Outcome

The overall CSAT rate was found to be 94%. CSAT was slightly higher among conventional customers (94%) compared to IFB customers (91%). The CSAT for services received at Dashen Bank branches was 88%, 74% for ATM services, and 78% for Amole services. In terms of NPS, 61% were promoters, 35% were passives, and 4% were detractors, resulting in an overall NPS of +58%. The NPS was relatively lower in Dire Dawa (33%) and Bahir Dar (41%) districts. For different types of services, the NPS was 58% for services provided at branches, 43% for ATMs, and 57% for Amole services.