Published
04/17/2026, 16:24Customer experience at banks in Kyrgyzstan has begun to recover following the downturn in 2025, according to data from the Customer Choice Index 2026 study, presented in Bishkek.
According to estimates by the international consulting firm InteriseGroup, the country’s overall customer experience index has risen over the past four years from 2.09 points in 2022 to 2.96 points in 2026. However, the trend remained volatile. After rising to 2.68 points in 2024, the index declined in 2025 but returned to growth this year.
A similar trend is observed in the banking sector. In the retail segment, the index reached 2.92 points, and in the small and medium-sized business segment, 2.98 points. In both cases, this represents a recovery from last year’s decline, indicating a gradual improvement in the quality of customer service.
“While the average rating for the banking sector was around 2 points in 2022, it has now approached 3. A one-point increase over four years is a significant achievement. Even at the everyday level, it is clear that much has changed in bank branches,” noted InteriseGroup analyst Alexander Bimkovsky.
Despite the positive trend, Kyrgyzstan still lags behind several countries in the region. In the previous public survey, the country ranked fifth with a score of 2.68 points. For comparison, the index stood at 3.35 points in Kazakhstan, 3.22 in Armenia, 3.02 in Uzbekistan, and 2.94 in Azerbaijan.
According to Alexey Veretenov, co-founder of InteriseGroup, Kyrgyzstan’s banking sector has shown the most significant progress in the region over the past 2–3 years.
“There is only a short distance left to reach a score of 3 out of 5, which confirms a steady positive trend,” he emphasized.
