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.
Related Documents
- Briefing Note 111: Managing Customer Satisfaction in Agent Banking
- India Focus Note 81: Lessons from CSMs - Agent Perspectives
- Briefing Note 107: Pricing for E/M-Banking
- Briefing Note 105: Product Marketing Strategies for E/M-Banking (4/5)
- E-Bulletin on How Much Does It Cost - January 2012
- Briefing Note 101: Mobile Money - Questions That Your Clients Will Ask You
- Briefing Note 100: Can Bank-led Models Really Deliver on the Promise of Mobile Money?
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