Connecting Customer Experience Intent to Strategy

Connecting Customer Experience Intent to Strategy

We are now in the age of the customer and businesses are becoming increasingly aware of the role of customer experience in business growth. The rules for running a successful business have been changing over the years. Initially success depended on a company’s manufacturing capacity. Success was then determined by a business’ efficiency in distributing its products. In the age of information customers became increasingly aware of alternatives. This drove us into…

mSurvey Secures Proparco Investment

mSurvey Secures Proparco Investment

mSurvey, Africa’s Integrated Customer Experience company connecting businesses to their customers in real-time, today announces follow-on investment by private sector financing institution Proparco. This follows mSurvey’s Series A investment led by Africa focused venture firm TLcom Capital with investment from Social Capital,

State of Customer Experience in Kenya: 2018 in review

State of Customer Experience in Kenya: 2018 in review

Integrated Customer Experience company mSurvey has revealed the results for the year 2018 in their quarterly Customer Loyalty Benchmark Report. The report which highlighted the state of customer experience in Kenya across 10 industries showed that delivery of customer experience remains inconsistent across all industries with the exception of the Energy and Health industries which maintained consistent performance throughout 2018...

This is about Africa

This is about Africa

At first glance, it’s such a cliché. MIT PhD in computer science founds a tech startup. Of course. What else do you do? It’s almost a betrayal of your resume to not become a tech entrepreneur. I can just picture the scene in Kendal Square: I’m starting a tech company – of course – mobile first technology – of course – in Africa. Wait. What was that?

mSurvey unveils Feedback Zebra mascot for brands that care

mSurvey unveils Feedback Zebra mascot for brands that care

mSurvey recognises that every customer has their own unique experiences and preferences in the same way that every zebra has its own unique stripes. We’re helping today’s leading brands to listen to their customers unique needs in real-time to ultimately improve their customer experience and drive revenue growth over time.


Net Promoter Score : Past, Present and … Africa!

Net Promoter Score : Past, Present and … Africa!

It’s been fifteen years since my team at Satmetrix co-created the Net Promoter Score (NPS) with Fred Reichheld; fifteen years over which it has become the de facto standard approach to measuring and managing customer experience. Hundreds of thousands of businesses, big and small, reaching across all the continents and over every business sector have made NPS a business revolution and have validated its underlying strength…


Consumer Wallet: Kenyan consumers under pressure

Consumer Wallet: Kenyan consumers under pressure

Consumer wallet continues to measure what Kenyan consumers are buying and how much they are spending. Kenyans are still recovering from the prolonged election period in 2017 according to mSurvey’s platform Consumer Wallet. The platform which enables businesses to understand consumer spending behaviour in Kenya over time, revealed a steady decline in expenditure from the month of  June 2017 till March 2018.


mSurvey to raise customer experience excellence in Nigeria

mSurvey to raise customer experience excellence in Nigeria

Africa is home to some of the world’s fastest growing economies. The population of the middle class is growing exponentially, leading to increased purchasing power in many households resulting in several multinational organizations establishing themselves on the continent. All these developments have created a growing demand for actionable, credible and contextual consumer data which is often challenging to obtain making it difficult for businesses to expand.  

Infographic: 2017 at a glance

Infographic: 2017 at a glance

2017 has finally drawn to a close and has brought with it several exciting moments for mSurvey. Here's a snapshot of how the year looked for our team at mSurvey.

NPS: The one metric businesses need to grow

NPS: The one metric businesses need to grow

Customer loyalty is a key driver of profitable growth for businesses. The Net Promoter Score (NPS) is a globally recognized metric used by over two thirds of Fortune 1000 companies such as Apple, Sony and Amazon to measure their customer loyalty. Research on NPS methodology has proven that businesses who focus on building loyal relationships with their customers are more likely to retain customers and to be referred by those customers.