Access to Digital Services a Key Driver of Customer Loyalty for Hospitals and Insurance Companies in Kenya

By Leonida Kombo, In 2020, healthcare providers and insurers in Kenya were compelled to hasten the execution of their digital service offerings. Findings from the Ajua Quarter 4 Customer Loyalty Industry Report indicate that more healthcare providers are directing their efforts towards improving their digital platforms. Customers in Healthcare reported on some of the efforts […]

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Heightened Demand for Digital Transformation in SACCOs to Boost Customer Experience

By Leonida Kombo, In 2020 Kenya’s financial institutions’ digital readiness was put to test. To date, pressure is mounting on Kenyan Savings and Credit Co-operative Societies (SACCOs) to fast track the improvement of their digital platforms despite the major strides they have made in Customer Experience over the past decade. Kenyan consumers are increasingly favouring […]

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COVID-19 Pandemic Increases Consumer Demand For Digital Adoption in Kenyan Healthcare

By Leonida Kombo, There is an increasing demand for mobile healthcare services in Kenya according to a report recently launched by Ajua, Africa’s first Integrated Customer Experience Company and Carepay, the company behind M-TIBA, the preferred health financing technology platform for the government, retail and private health sectors. At the moment over 37% of Kenyans […]

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Kenyan Consumer Spending Habits Over The Holiday Season in 2020

By Leonida Kombo, Without a doubt, Kenyan consumers have experienced a decline in their expenditure since the first case of Coronavirus was declared in March. As a result, Kenyan consumers have been forced to make a number of tradeoffs which are likely to persist in the coming months even as the festive season approaches. This […]

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Kenyan SMEs Turn to Mobile Platforms to Enhance Customer Experience

By Leonida Kombo, Tucked in the bustling streets of Umoja, a Nairobi suburb that never sleeps, lies Michael Otema’s shop that specializes in selling fitted mosquito nets. At a first glance, one may be surprised by the sheer amount of orders that he produces despite the size of his shop. Michael, a director of YouNet […]

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Opportunities and pitfalls to avoid in the era of digital transformation

Nairobi – Over the past few months, businesses have been forced to change how they engage with their customers. Leaders in successful companies have realized that their industries are already being disrupted by digital technology, and even more so, are having to fast-forward the implementation of this strategy during the COVID-19 pandemic. According to the […]

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KAM, Ajua Partner to Boost Product Development for Manufacturers through “SME Connect” Digital Market Linkage

Nairobi – Africa’s first Integrated Customer Experience Company, Ajua has signed a partnership deal with Kenya Association of Manufacturers (KAM) to drive the uptake of Kenyan made goods and unlock markets for local manufacturers through Ajua’s SME Connect digital platform – a platform that drives feedback through the entire value chain from consumer to manufacturers. […]

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Ajua Partners With Kwanza Tukule to Put the Feed in Feedback

By Leonida Kombo and Tyson Majani, Following the onset of the Coronavirus in Kenya, Ajua partnered with Kwanza Tukule a social enterprise that works to ensure nutritious food is accessible, available, and affordable to the less fortunate. Together we have helped feed over 80 families of informal sector workers in Kenya through the Feed in […]

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Who really owns your Data?

By John Walubengo, In this era of what is known as the knowledge economy, data is definitely the engine or the resource that enterprises extract to create value. With developments in the technology space, we find ourselves in a reality where we are generating data all the time, from any location, using multiple devices – […]

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Consumer Wallet: How Kenyan Consumers Are Adjusting their Spending Behaviour During The Coronavirus Pandemic

By Leonida Kombo, The Coronavirus pandemic has disrupted consumer behaviour both globally and locally. This has raised important questions on how this black swan event has impacted Kenyan consumers and their spending behaviour. Findings from Consumer Wallet, Ajua’s real-time consumer spending platform indicate that there has been a 21% decline in Kenyan consumers’ wallet size. […]

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How Tech Changes Business Communication

By Artur Meyster, Founder & CTO CareerKarma and Leonida Kombo, In the past, business communication was done through letters and phone calls. Today, the digital revolution has removed some conventional communicative means. Today’s communication in business has become more sophisticated. Most of the process has been automated. Here, we show you some of the ways […]

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How your business can stay alive through COVID-19 and beyond

Nairobi, Kenya – The COVID-19 pandemic has caused unprecedented disruption to businesses. As a result, Customer Experience across different industries has been affected as revealed by Ajua’s Customer Loyalty Benchmark for Quarter 1 2020. However, these challenges present opportunities for businesses to leverage and navigate through this uncertain time. Speaking at an Ajua webinar on […]

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Confronting outbreaks of misinformation

Even with the abundance of scientific facts surrounding COVID-19, false information & confusion still persist, particularly on social media & other online platforms. Only 3 in 10 Kenyans feel adequately prepared to handle the disease in the event of infection.  This knowledge gap has made many Kenyans hungry for information. According to a recent report […]

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Customers cry foul over harassment by mobile money lenders

Ajua’s Customer Loyalty Benchmark for Quarter 4 2019 has shown that banks are continuing to face competition from mobile money providers and SACCOS. Data from the Integrated Customer Experience company Ajua, has shown that Kenyans are more informed and are actively exploring other options that suit their budgets particularly mobile money lenders.  Mobile money usage […]

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What it takes to understand your customer journey

By Leonida Kombo, A chain is only as strong as its weakest link. This is why customer-centric businesses worldwide are building visual representations of how their customers actually interact with each touchpoint of their business. This gives businesses an unbiased view of how customers experience their products or services and enables a business to evaluate […]

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Mobile money loan lenders overtake banks in Kenya – Ajua Q3 2019 Customer Loyalty Industry Benchmark Report

Nairobi, Kenya – Africa’s first Integrated Customer Experience Company, Ajua has officially released its third quarterly Customer Loyalty Industry Benchmark for 2019. The report covers 9 industries from mobile money lenders, pharmacy and food and beverage. Across the board, businesses are increasingly implementing customer centric strategies to boost customer acquisition and retention. This has in […]

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NPS Benchmarking: Understanding your customer loyalty

By Shelmith Macharia, In an age where the customer is empowered, businesses have no option but to listen to their customers. The Net Promoter Score (NPS), a global metric used to measure customer loyalty has been used widely across the world. In Africa, this metric continues to shape the customer experience industry.  According to Chris […]

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Ajua Q2 2019 Customer Loyalty Industry Benchmark – Public Healthcare most improved in Customer Experience

By Leonida Kombo, Africa’s first Integrated Customer Experience Company, Ajua has officially released its second quarterly Customer Loyalty Industry Benchmark for 2019. The Benchmark covered 8 industry sectors and included two new entries namely, Mobile Money Lenders and Food and Beverage. Customer Experience improved significantly within the Banking, and Insurance industries, with Healthcare being the […]

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mSurvey is now Ajua: Repositioning for growth, evolution and ambition

Nairobi based Customer Experience company mSurvey has rebranded to Ajua, Africa’s first Integrated Customer Experience Company. Ajua unveiled its new brand on Wednesday, July 31st at the Capital Club East Africa alongside chief guest Sylvia Mulinge, Chief Customer Officer, Safaricom. The move serves to reflect their growth, ambition and African Identity in their corporate brand. […]

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Audience

How Kenyans are fighting back against the high cost of food

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. The rising food prices are real. 96% of […]

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Customer analytics

Consumer Wallet: Helping you predict Kenya’s spending behaviour

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 […]

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Audience

Are Kenyans changing their voting behavior?

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 […]

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Audience

Kenyan consumers remain resilient during elections

mSurvey’s Consumer Wallet reveals only an average 3% dip (from Ksh 12,007 to Ksh 11,625) in consumer spending post-election. 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 […]

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Customer analytics

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 […]

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Voice of the customer

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 […]

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Audience

mSurvey Builds First Industry Net Promoter Score Benchmarking for Africa

Industry-first Benchmarking Metric, used by More Than Two Thirds of Fortune 1000 Companies In the World, to be launched in Africa by mSurvey 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 […]

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Audience

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 […]

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Voice of the customer

Infographic: 2017 at a glance

2017 has finally drawn to a close and has brought with it several exciting moments for mSurvey. From successfully launching Consumer Wallet earlier this year to successfully hosting Africa’s first Customer Loyalty Net Promoter Score Masterclass just to name a few achievements. With your support this year alone we’ve made over 11 million conversations so far! Looking forward to […]

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Customer analytics

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 […]

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Marketing automation

Let’s all press for progress

On 8th March, our team at mSurvey joined the rest of the world in celebrating International Women’s Day, an annual celebration of women’s achievements observed by millions around the world. Unfortunately, gender stereotypes still remain pervasive, preventing women from achieving their full potentials and contributing positively in the workplace. According to World Economic Forum’s 2017 Global Gender […]

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Marketing automation

mSurvey Q1 2018 Net Promoter Score (NPS) benchmark reveals how Kenya’s top brands are staying ahead in customer experience

mSurvey, in addition to providing a platform for measuring customer experience and loyalty, aims at providing industry Net Promoter Scores (NPS) benchmarks and top brand scores to help businesses make comparisons and set improvement goals. Businesses are increasingly adopting the Net Promoter Score (NPS), a customer loyalty metric that enables businesses to determine how likely […]

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Audience

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 […]

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Marketing automation

mSurvey and Lipa na M-Pesa Powering Business Growth

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. mSurvey is scaling customer feedback to power business growth in Africa. Merchants using this […]

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Customer analytics

Has your customer’s opinion of your business changed? mSurvey Releases Quarter 2 Customer Loyalty Industry Benchmark Report

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. As consumer expectations continue to increase, building customer loyalty […]

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Audience Marketing automation

mSurvey launches Africa Headquarters in Nairobi

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 […]

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Audience

mSurvey Appoints NPS Co-Creator, Richard Owen, to Board of Directors

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. Owen joins the mSurvey board, having participated in mSurvey’s Series A $3.5M fundraise, announced in April 2018. He has been an […]

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Marketing automation

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 […]

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Audience

mSurvey unveils Feedback Zebra mascot for brands that care

mSurvey recognizes 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 […]

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Marketing automation

This is about Africa

At first glance, it’s such a cliché. MIT Ph.D. 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 […]

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Voice of the customer

Large disparities in customer service offerings revealed in mSurvey’s Q3 Customer Loyalty Industry Benchmark Report

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. Sectors that improved in their customer service delivery within the quarter included […]

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Marketing automation

Why I left international development to work in a Kenyan startup

It was 2015 San Francisco. Airbnb and Uber had taken off and Twitter was 3 years into its new HQ in downtown Market street, enticing other big tech companies to do the same. I had graduated from a public health masters program four years before and was working at the University of California in San […]

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Audience

Why Kenya’s Largest Enterprises Need to Listen to their Customers

In the past six years, mSurvey, a Nairobi-based customer feedback startup, has on-boarded some of the largest companies in Africa. There’s a reason why Kenya’s largest enterprises are using mSurvey: Kenyan companies can no longer prosper without listening to the voices of their customers. Over the last few decades, Kenya has experienced significant economic growth,. […]

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Customer analytics

mSurvey Customer Analytics: Bringing your customer closer to you

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 have a deeper understanding of who their customers […]

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Customer analytics

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 […]

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Customer analytics

mSurvey Secures Proparco Investment

Kenyan SaaS Integrated Customer Experience Company Secures Investment from Proparco 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, Kapor Capital, Golden […]

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Customer analytics

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 […]

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Customer analytics

Overall Customer Experience in Kenya On The Rise in Q1, 2019

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. All industries recorded significant improvement in Customer Experience over the past quarter with […]

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Audience

The Transformative Power of Technology in Customer Experience Delivery

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 […]

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Voice of the customer

Marlon Nichols on Culture as a Currency

Marginalized markets understand their own needs but lack access to the proper resources and networks that are necessary to build scalable and enduring products. Marlon Nichols, Co-Founder and Managing Partner at Cross Culture Ventures / MaC Venture Capital and an investor in mSurvey, their first investment in Africa, is working towards fixing this on a […]

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