The Customer Experience Index (CEI) is Launched in Central Asia

For the last six months, we mystery shopped 70 banks in Almaty, Tashkent, Bishkek, and Dushanbe to complete the latest version of the Senteo Customer Experience Index (CEI) to measure the quality of first visit customer experiences in the banking industry.

We hired local mystery shoppers in each country – 28 shoppers total – that went through seven days of intense training and practice visits with a standardized scorecard to assess brand visibility, clarity of communications, intuitive customer environments, value proposition in the offering, and the quality of human contact and corporate culture.

In total, we visited 216 branches from 70 banks and completed a total of 538 visits over the period from July to December to compile a series of interactive dashboards that banks can use to see themselves amongst their competitors through the eyes of potential customers.

The results will be available in January to all banks in the region, but in the time being, we have already begun presentations with individual banks with great reception and very good conversations on how to improve the quality of customer experiences in banking in the region.

Keep an eye out for future updates, coming soon!