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.
As the world observes World AIDS day, mSurvey had a conversation with Kenyan millennials to understand how the growing education on HIV and AIDS has influenced or changed their attitudes on the subject.
Customer service is often overlooked and companies choose instead to invest heavily in advertising. We gathered some insights that prove looking into a customer’s emotional as well as practical needs improves their customer experience and in turn your business.