Things don't look good with the Saccos in Kenya! Some of the reasons for members exit are include but are not limited to 👇 1. Dissatisfaction with the offered services. 2. Unemployment. 3. Retirement. 4. Apathy. Let’s focus on reason no 1 (customer service) as it is customer service week. Let’s call it customer experience in this context. Most saccos thrive due to their ability to offer loans of up to 3x of deposits. But this is limited when members cannot get up to 3 guarantors. Self-guarantorship is also allowed where one can't get guarantors In that case, one can get a loan only the equivalent of their deposits. You're basically taking back your money but paying interest to the Sacco! When this fails to make sense,exit becomes an option. Customer experience with most of the saccos is wanting. Sometimes email response takes days. Telephone calls are not answered. Poor customer service is slowly killing reputed saccos. Could it be that some of them became complacent and comfortable after amassing many member and deposits? There are also cases where several members lost their deposits through Sacco. Also the exit is not easy. For some, it takes up to 3 months to be cleared. What are the options then? People are finding it much safer to put their money in money market funds(MMFs), treasury bonds, and other vehicles. What assurance can saccos give to their members that their deposits are safe? What is your experience with saccos? Happy #customerserviceweek2024
Valid point
Director Operations at Easyship International Express Logistics Ltd | Driving Excellence in Global Logistics and Supply Chain Solutions | Connecting People and Improving Lives Through Innovative Logistics
2moThis is a valuable observation. The quality of customer service within SACCOs is notably deficient, an issue that demands urgent attention from the responsible officials. It is imperative that they prioritize addressing this matter to enhance member satisfaction and operational efficiency.