A Large-Scale Three-Year Analysis of Uzbekistan’s Banking Industry through Customer Experience Index (CEI) 

Senteo and the Marketing Association of Uzbekistan reveal insights from a comprehensive three-year study of the banking industry in Uzbekistan and other Central Asian countries, compiled through the Customer Experience Index (CEI).  

Several years ago, the Uzbekistani government initiated significant reforms in the country’s financial sector. These reforms aim to elevate the country’s banking system’s standing in international ratings and attract foreign investment.   

According to the 2020-2025 Strategy for Reforming Uzbekistan’s Banking System, several key measures are designed to increase customer interest in banking products through a customer-focused approach. 

These measures include:  

• Restructuring of the banking sector: This includes the gradual withdrawal of a number of banks from state control and improving the availability of banking products and customer service.  
• Development of a bank transformation program: This will be done in cooperation with international consultants.
• Automation of processes: Enhancing efficiency through advanced technological solutions.
• Expansion of databases and services: Broadening the scope of services provided to customers.
• Introduction of a quality assessment system: This system will evaluate banking services based on the Customer Satisfaction Index (CSI) and the Net Promoter Score (NPS).  

This lead us to the extensive study conducted by Senteo in partnership with the Marketing Association of Uzbekistan. Over the past three years, this study has meticulously evaluated the banking industry of Uzbekistan and other Central Asian countries through the Customer Experience Index (CEI).

Download the report for the main findings and conclusions of the study, which details the quality of customer experiences and the levels of customer satisfaction across the region.