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.
In the spirit of Earth Day we had a conversation with Kenyans and Jamaicans about their waste management habits.
We spoke with 350 Kenyan women to understand just how much M-pesa has impacted their lives and businesses.
We had a conversation with Kenyans to hear their thoughts about the Doctor's Strike that has paralyzed hospital operations across the country.
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.
The 2016 US Presidential election meant a lot to Americans as well as people outside the US. We partnered with CNN to understand Why Africa Cares About the US election.
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.
Here we share data on mobile penetration, unique mobile penetration and the number of unique mobile subscribers from our two favorite regions: Africa and Latin America and the Caribbean.