Yvonne Ohui MacCarthy is one of the most sought-after voices on customer service, leadership
and organisational excellence in Africa. She brings rigorous data, compelling storytelling and
genuine passion to every platform she stands on — from intimate executive workshops to
national and international conferences.

The Index uses a cause-and-effect model that measures ten drivers of satisfaction on the left
side  including Trust, Competence, Professionalism, Ease of Doing Business, Processes and Procedures, Customer-Focused Innovations, Engagement with Customers, and Complaints and Feedback  together with a Customer Satisfaction Index at the centre, and customer loyalty
outcomes on the right.

The result is a 116-page report that provides verified demographic, perceptual and factual data, with recommendations and identified trends that help organisations make data-driven decisions.