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mSurvey Limited : Kenfield Griffith On The mSurvey Journey !

By Riapius Magoma Moenga

MSurvey is solving the critical challenge of getting real-time customer feedback for many businesses across the continent . With the rising consumer expectations , customers are more likely to abandon a company because of poor customer service .

For this reason , businesses today more than ever are trying to understand their customer ’ s overall experience better to inform their strategies , develop better products , drive repeat business , reduce churn and grow their revenues .
The growing need for real time customer feedback has rendered traditional methods that often frustrate customers such as paper and even online surveys obsolete .
mSurvey has leveraged Africa ’ s shift to digital to better understand consumer preferences through consumers ’ most cherished medium : their mobile phones . Based in Kenya and operating since 2012 , mSurvey , a Kenyan Mobile Consumer Feedback Company uses this prevalent communication tool to allow businesses to hear the voice of their customers , allowing them to relate with their target markets more effectively and identify fundamental needs and opportunities to capitalize on .
Elaborating on this , mSurvey CEO , Dr . Kenfield Griffith adds “ Understanding the customer is critical for business growth and we at mSurvey believe the only way to do this is through listening , and developing a trusted relationship with the customer ”.
Dr . Kenfield Griffith , originally from the Caribbean island nation of Montserrat , was in Nairobi , Kenya conducting research on the use of technology to improve communication as part of his PhD dissertation at MIT . He found a kindred spirit in Louis Majanja , originally from Nairobi , who also saw the power of technology to connect people across locations that were previously hard to reach . The two came together and founded mSurvey as a way to enable businesses to better understand consumers in Africa .

Traditionally , stores and businesses would mSurvey ’ s Voice of the Customer product enables your business to engage with your customers every day , allowing your business to see what your customers are saying and helping you make decisions based on your customer ’ s needs . It is the only time a business gets to truly understand the entire customer journey . give customers feedback forms to fill out . Their customers to date , can ’ t help but wonder , “ Where does that form go ?” You have no idea if this feedback is getting to the right people at the right time .

For businesses using mSurvey , the experience of giving feedback is much more seamless . In Java House for instance , when you pay via M-Pesa at any of their branches , you get a simple message on your mobile phone asking if you would recommend Java to a friend or family . This feedback is analyzed for Java in real-time and for the very first time Java can tell the kind of experience a customer had at any outlet .
Java for instance can learn from the feedback and determine if their menu is good enough for you , if the coffee was hot enough , if the service to the specific customer was up to the expected standard , so that they can actually up their game .
“ Java can actually shift their operations to make sure that any wrong experience that you have won ’ t happen again through mSurvey ’ s real-time customer feedback engine for businesses . We operate in a mobile only market and everyone relies on a mobile , you get anxious if you have left the house without your mobile , or that may seem impossible these days . We believe mobile is the best channel of communication for the consumer ”, Kenfield states .
mSurvey ’ s feedback engine is being used by a wide array of businesses across
18 MAL25 / 18 ISSUE