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mSurvey, Safaricom partner to enable merchants collect customer feedback via Lipa Na M-Pesa

The partnership will enable merchants across the country to access customer feedback via Lipa Na M-Pesa through mSurvey’s platform. Photo/NMG

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mSurvey, Safaricom partner to enable merchants collect customer feedback via Lipa Na M-Pesa


Kenyan SaaS Mobile Consumer Feedback Company mSurvey has announced a new partnership with Safaricom’s M-Pesa. The partnership, announced today, will enable merchants across the country to access customer feedback via Lipa Na M-Pesa through mSurvey’s platform.

The company says merchants using this service will be able to obtain actionable customer insights to inform their strategy , improve their customer experience, drive growth and profitability. This will be through engaging with their customers in real-time directly from their phones after their customers make a payment with M-Pesa.

“As a value-added service to Lipa Na M-PESA, businesses now have the opportunity to collect real-time feedback for products or services from their customers and use this feedback and insights to make more informed and relevant decisions to drive their business’ growth and profitability.” mSurvey’s Chief Commercial Officer Claire Munene says.

Safaricom’s Head of Merchant Payments, John Muchiri added that this new partnership with mSurvey is targeting both corporates and SMEs that are customer focused and looking to understand their customers better in order to drive growth of their businesses.

M-Pesa, which initially started as a means for people living in cities to send money to their families back home, has since grown into a powerful mobile money platform, allowing users to send, receive money, pay bills and transact easily, safely and conveniently. This has enabled marginalised communities to access financial services with ease. M-Pesa continues to grow rapidly, having signed up an additional 2.1 million customers within the financial year 2018. Safaricom’s 2018 Financial report revealed that M-Pesa has earned Kshs. 62.9 Billion over the past financial year, contributing to 28% of Safaricom’s total revenue.

Read >> Alipay and WeChat Pay expanding to Kenya. What does this mean for M-Pesa?

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