mSurvey, the mobile-first consumer feedback platform for businesses and consumers in Africa has appointed Richard Owen, CEO of OWEN CX Group (former CEO of Satmetrix) and Co-Creator of Net Promoter Score [NPS], to its board having participated in mSurvey’s Series A $3.5M fundraise, announced in April 2018.
Owen has been an advisor to the company since 2017, where he collaborated with the mSurvey team to deliver Africa’s first ever NPS Masterclass. NPS is the internationally recognised benchmarking practice used to gauge the loyalty of a company’s customer relationships.
According to Dr. Kenfield Griffith, mSurvey CEO and Co-founder, “Richard’s significant and unrivalled expertise in customer feedback and building customer success industry models, combined with his deep knowledge of leveraging technology to deliver consumer conversations at scale, will stand the company in good stead, as we continue to grow across the continent. Drawing on his many years of experience in this field, Richard will provide strategic direction and transformational insights into how mSurvey can ensure all consumer facing businesses in Africa are powered by mSurvey to drive the economies within”.
mSurvey is VC-backed by TLcom Capital, Social Capital, Kapor Capital, Golden Palm, Cross Culture Ventures, Alpha Angels and Safaricom’s Spark Venture Fund. Headquartered in Nairobi, Kenya, and with a recently launched office in Lagos, Nigeria, mSurvey leads the way in developing in-depth understanding into the African consumer, gathering real-time insights via mobile messaging technologies with its Voice of the Customer and Consumer Wallet products, as well as through its successful launch of Net Promoter Score [NPS] in Africa.
Last year alone, the company conducted over 12M conversations with consumers on the continent and works with businesses such as Commercial Bank of Africa, Kenya Commercial Bank, Safaricom, Airtel, Java House and Liberty Insurance,as well as US-based companies and institutions including Harvard, Emory and CNN.