Consumer insights

Customer experience with mobile money agents

June 19th, 2014

In this presentation, Intermedia’s Director of Research and Operations Dr Anastasia Mirzoyants-McKnight presents evidence that agents across East Africa cited fraud from customers as a major concern in the operations of their business. Despite facing this challenge, agents are well supported by providers and report regular visits and trainings, especially the ones operating under the bank networks.


Mirzoyvants-McKnight, A. (2014). Customer experience with mobile money agents. Nairobi, Kenya: Intermedia.



FSD Kenya newsletter

Stay informed with regular updates from FSD Kenya

Subscribe to our mailing list

Our partners