Published
06/19/2025, 15:58Kyrgyzstan ranked last among countries in the region in the Customer Experience Index (CEI) presented by consulting company Senteo. The data was presented by Alexey Veretenov, managing partner of Senteo Inc, at an event organised by the Credit Information Users Association.
According to the published data, the country scored 2.67 points on a five-point scale, behind Kazakhstan (3.35), Armenia (3.22), Uzbekistan (3.02) and Azerbaijan (2.94).
The CEI is a comprehensive tool for assessing the quality of customer interaction with a brand.
It is based on an analysis of five key components: brand — how attractive the brand is and how much customers associate themselves with its values; communication — how effectively the brand conveys its advantages and ideas to its audience; environment — the convenience and simplicity of customer touchpoints, including physical and digital channels; offering — the extent to which products and services meet customer expectations, as well as their packaging and presentation; culture — the level of customer focus within the company and the ability of employees to build effective relationships with customers.
The expert noted that banks now need to focus on working with customers, as they have roughly the same set of tools at their disposal.
It should be noted that in 2023, according to a study in Kyrgyzstan, medium-sized banks showed greater customer focus than large banks.
