Madison Investment Managers Limited - 2025 Customer Feedback Survey

1. Which of the following Madison Investment Managers Limited products have you invested in?

2. Please rate your satisfaction with the Madison Investment Managers Limited product (s) selected

Level of Satisfaction
Product Very Dissatisfied Dissatisfied Neutral Satisfied Very Satisfied Reason for your rating

3. How satisfied are you with customer service at Madison Investment Managers Limited?

4. Which MIML channels have you used in the last 12 months?

5. Please rate your satisfaction with MIML channels used in the last 12 months?

Level of Satisfaction
Channel Very Dissatisfied Dissatisfied Neutral Satisfied Very Satisfied Reason for your rating

7. Have you had an issue/complaint that made you to contact Madison Investment Managers Limited customer service?

10. Do you have other investment products in other organisations - (MIML competitors)?

12. Do you currently hold any other financial products or services with other Madison Group subsidiaries (Madison Life Kenya Ltd and Madison General Insurance Kenya Ltd)?

Product Type Yes No
General Insurance (e.g., motor vehicle, health, travel, personal accident, last expense)
Life Assurance (e.g., education, group/individual life, pension)

13. Indicate the extent to which you agree with the following statements

Aspect Don't Know Strongly Disagree Disagree Neutral Agree Strongly Agree
i) MIML has a strong brand
ii) I consider MIML to be a trustworthy and reliable investment partner
iii) It is clear what MIML brand stands for
iv) MIML communications are clear
v) MIML has a good reputation

What recommendations would you suggest to improve MIML brand?

14. Net Promoter Score

(a) On a scale of 0 to 10 where 0 is Not at all likely and 10 is very likely, how likely are you to recommend Madison Investment Managers Limited (MIML) to a friend/family/associate?

0-Not at all likely 1 2 3 4 5 6 7 8 9 10-Very Likely

15. Indicate the extent of ease or difficulty experienced when interacting with MIML by selecting the most appropriate response for each statement.

Aspect Very Difficult Difficult Neutral Easy Very Easy
i) Finding information on MIML’s website
ii) Accessing MIML through various channels
iii) Completing investment transactions with MIML
iv) Resolving an issue with MIML

Suggest how the interaction could be made easier for you

16. Please indicate your customer category