Library Publications Managing Channel Satisfaction in Agent Banking

Managing Channel Satisfaction in Agent Banking

17 Nov 2011 6214
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Customer and Channel Satisfaction Measurement and Management (CSM) is a qualitative tool to collect information from two of the most important stakeholders in m-banking - agents and clients. Without adequate support, agents will quickly become disinterested. A CSM exercise is a great tool to understand the agent's perspectives on products and client take-up and thus, optimise the on-the-ground reality. This note covers the major areas where an agent's input would be valuable to ANMs seeking to improve their mobile money products, services and delivery channels.

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