Revolutionizing the customer experience

 

In 1999 in the first café along Ngong Road, Java House introduced coffee drinking and gourmet café culture to Kenya.  

For years customer feedback was collected through paper forms, which saw low response rates and was a tedious process. Java’s Head of Marketing turned to mSurvey to implement a customer service strategy across all store locations.

Through mobile surveys sent upon mobile payment, Java learned how to improve their customer’s experience with changes made by HR, Operations, Sales, and Marketing.  

 
 

 

1st

UNIFIED CUSTOMER  SERVICE STRATEGY ACROSS all 45 locations

 

 

6,000

average customer conversations a month