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.

mSurvey Builds First Industry Net Promoter Score Benchmarking for Africa

mSurvey Builds First Industry Net Promoter Score Benchmarking for Africa

Mobile-first consumer experience platform, mSurvey has launched the first Industry Net Promoter Score [NPS] for Africa. The internationally recognised benchmarking practice used to gauge the loyalty of a company’s customer relationships, has revealed that Kenya’s Telcos are leading the way in terms of customer loyalty.

Fighting HIV stigma with mobile technology

Fighting HIV stigma with mobile technology

Kenya is making inroads in the fight against HIV. Efforts over the years ranging from increased HIV awareness, the establishment of testing centres, increased distribution of ARVs and progress in HIV research  have all contributed to combating the virus. Unfortunately, stigma surrounding the virus still exists and is stifling this progress, ultimately impacting  efforts to end HIV entirely.

67% of Kenyans would pay more for better customer service

67% of Kenyans would pay more for better customer service

Businesses are abuzz with preparations for Customer Service Week, a global event celebrated annually in the first week of October by customer-oriented institutions and organizations. Customer service in Africa is often perceived to be disappointing but a conversation we had with Kenyans reveals that 97% of them are happier with customer service today more than 5 years ago.

 Kenyan consumers remain resilient during elections

Kenyan consumers remain resilient during elections

Consumer spending during the 2017 elections in Kenya saw Kenyan consumers remain resilient during the election period, according to Consumer Wallet - a platform launched by mSurvey and Safaricom in March 2017. Using the platform to capture Kenya’s election-related offline consumer spending habits, the team found that the overall spending from 5th to 11th August, only decreased by an average of 3%.