As technology is changing the way we live, communicate and interact, it is also transforming the provision of customer experiences, offering new ways for corporations to deliver services and connect with customers. Companies are embracing technological transformation to do more with less — in light of tighter budgets — and also to help their brands do more to help their customers and extend the customer’s brand journey, who today want their interactions with brands to be convenient and quick.
mSurvey, Africa’s first Integrated Customer Experience company has released the first Customer Loyalty Benchmark Report for 2019. The report highlights Customer Experience trends in Quarter 1 2019 across 10 industries including Banking, Energy, Government facilities and Telcos just to name a few…
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, 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,
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...
Over the years we have gathered insights that have proven that the wallet size in many African households is perpetually constrained. African consumers are more compelled to purchase only what’s important to them. This has brought about the need for businesses to invest in customer analytics to …
mSurvey has released its Customer Loyalty Industry Benchmark Report for Quarter 3 2018, highlighting Kenyans’ preferred brands in customer experience and the drivers behind their success from 12 industries with new entries including government facilities, tertiary education and public transport in Nairobi County…
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 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.
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…
mSurvey, the mobile-first consumer feedback platform for businesses and consumers in Africa, today announced the appointment of Richard Owen, CEO of OWEN CX Group (former CEO of Satmetrix) and Co-Creator of Net Promoter Score [NPS], to its board.
mSurvey officially launched its new offices on August 24th, marking their growth as a company alongside former Permanent Secretary in the Ministry of Information and Communication Dr. Bitange Ndemo, customer experience heads from leading brands in Africa. This follows the launch of the mSurvey office in Nigeria as well as their series A funding earlier in the year…
mSurvey has released its second quarterly report for the Customer Loyalty Industry Benchmark this week. The report which is based on the Net Promoter Score (NPS), a globally recognised customer loyalty metric, has revealed shifts in brand leaders across different industries compared to the previous quarter.
mSurvey has gone an extra mile in helping businesses to understand their customers. We have partnered with Safaricom’s M-Pesa, the successful pioneers of the mobile money in Kenya. This partnership enables merchants across Kenya to access customer feedback via Lipa Na M-Pesa through mSurvey’s platform.
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, in addition to providing a platform for measuring customer experience and loyalty, aims at providing industry NPS benchmarks and top brand Net Promoter Scores to help businesses make comparisons and set improvement goals.
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.
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.
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.
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.
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.
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%.
It’s another election year in Kenya and the country has been gripped by election fever. With the presidential debates now concluded, Kenyans are anxiously counting down the days to cast their ballots. We had a conversation with 593 Kenyans to see if voter education had any impact on Kenyan attitudes towards electing their leaders and to understand other peculiar Kenyan voting behaviours.
You can now understand Kenyans’ spending behavior through the Consumer Wallet, a collaborative venture between mSurvey and Safaricom. Consumer Wallet seeks to help businesses understand their customers better by giving them access to live consumer insights to develop products and services that appeal to the mass market consumers. “Research as a service is an emerging trend in telcos across the world.” said Victor Ikawa, Head of Research and Insights at Safaricom.
For the past few months Kenyans have been grappling with increasing food prices, especially the cost of staples such as maize meal, milk and sugar. To better understand the situation, we had a conversation with 353 Kenyans asking about their food security and here’s what we heard.