By Leonida Kombo,
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.
In recognition of businesses that go the extra mile to understand their customers unique demands, mSurvey is unveiling its official mascot dubbed the feedback zebra to help build engagement between businesses and their customers and spread awareness on the importance of customer feedback in a fun way.
The zebra which is painted in mSurvey’s unique motif symbolizes the uniqueness of each customer, distinctly standing out from the crowd, or in the case of our zebra, standing out from the herd. A business that truly values its customers is able to see each of their customers as unique individuals and not just a crowd of people.
In addition to our mascot aims to promote businesses which have shown a commitment to their customers by using mSurvey’s customer feedback platform and identifying them as brands that care about their customers. The mascot will be placed on their premises for a designated duration of time, as proof of the brand actively listening to you to their customers and acting on their feedback to deliver best in class products and services.
Customers today more than ever want to enjoy personalised experiences that they can share. They want to be engaged in a hospitable manner and most of all they want to be empowered. An empowered customer has the ability to give feedback with confidence that it will be acted upon.
Now more than ever, businesses need to create memorable customer experiences before, during and after the sale to earn customer loyalty, drive repeat business, boost customer acquisition and grow profits. Ultimately, using real-time feedback prevents customers from feeling unwelcome and disengaged from their brands.
Since mSurvey’s inception in 2012, we have been helping businesses better understand consumers in Africa with mSurvey’s flagship product Voice of the Customer. Through this product, businesses have been able to access customer feedback directly from their customers at scale and in real time through mobile conversations using the Net Promoter Score (NPS) a global metric which enables businesses to measure their customer loyalty and boost their customer retention.
mSurvey’s platform enables businesses to inform their strategies through real-time customer feedback to improve their customer experience and grow their revenues. After a successful run in Kenya, with the acquisition of several major clients such as Java House, entering a partnership with Safaricom, East and Central Africa’s largest telco and the integration with Safaricom’s mobile money giant mPesa, mSurvey has expanded its operations to Africa, starting from Nigeria.