Managing Channel Satisfaction in Agent Banking

• by Minakshi Ramji, Ritesh Dhawan and Sachin Bansal
• Nov 17, 2011
• 1 min
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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.

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.