“One of the issues that keeps cropping up when discussing mBanking (and branchless banking) is the challenge of agent reliability and customer service. How does one ensure the trustworthiness of a growing network of agents and simultaneously handle customer complaints?
A number of speakers at Fletcher’s recent conference highlighted these challenges and warned they would become more pressing with time. So this got me thinking about an Ushahidi-for-mBanking platform.
Since mBanking customers by definition own a mobile phone, a service like M-Pesa or Zap could provide customers with a dedicated short code which they could use to text in concerns or report complaints along with location information. These messages could then be mapped in quasi real-time on an Ushahidi platform. This would provide companies like Safaricom and Zain with a crowdsourced approach to monitoring their growing agent network.”
(See also this Reuters story)