64pc of Kenyan customers willing to pay more for better service: Survey

August 27, 2018
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mSurvey CEO Kenfield GriffithMsurvey’s has said the firm has unveiled a feedback platform dubbed Zebra which is expected to help build engagement between businesses and customers

NAIROBI, Kenya, Aug 27 – A consumer survey has revealed 64 percent of Kenyan customers are willing to pay for better services.

The study by mSurvey also shows 77 percent of customers will recommend a business to a friend after a positive experience while 96 percent of unsatisfied customers typically do not give feedback because of a lack of channels.

mSurvey Chief Executive Kenfield GriffithMsurvey’s has said the firm has unveiled a feedback platform dubbed Zebra which is expected to help build engagement between businesses and customers as well as spread awareness on the importance of customer feedback.

“It’s exciting to be sharing this moment with our partners, as well as our great team as we build the future. We have had great support from our investors who share our vision of bringing businesses and customers closer together,” says Griffith.

According to Griffith, customers now want to enjoy personalized 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.”

Griffith adds that going forward, businesses need to create memorable cu+stomer 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.”

mSurvey launched their new offices in Nairobi last week which followed the launch of their Nigeria office earlier this year.

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