Customer satisfaction surveys fail when they are too long or arrive in the wrong channel. In many African markets customers answer by SMS, WhatsApp or a short phone call, not a long web form. We design short surveys that fit the channel, run them with your customers or with a panel of people who use your category, and tell you what to fix first.
Who it is for
- Banks, telecoms, retailers and utilities that want to track service quality.
- Small and medium companies running their first customer survey.
- Marketing and operations teams comparing themselves with rivals.
What we do
- Define the few things that drive satisfaction in your category and ask about those.
- Reach your own customers through a list you provide with consent, or reach category users through our panel.
- Run the survey in the languages your customers use.
- Repeat it as a tracker so you see change over time, not a single snapshot.
What you get
- Satisfaction and recommendation scores by segment, with the method stated.
- The main drivers of satisfaction and the biggest pain points.
- Comments grouped by theme, with the customers' own words.
- A short dashboard after each wave if you run it as a tracker.
What decides the price
We do not publish list prices, because studies of the same size can be very different jobs. These are the things that move a quote:
- Your customer list or the category panel you need.
- Channels and languages.
- How often you repeat it.
Try the scoping tool to see which of these matter most for your study, or see how pulse studies, trackers and full studies work.
Where we work
Ghana, Kenya, Ethiopia and South Africa. Nigerian studies are run with our Nigeria arm, NigeriaPolls, using the same method.
Frequently asked questions
Can you survey our own customers?
Yes, if you can share a list of customers who have agreed to be contacted. We handle the data under the data protection law of the country and delete it when the work ends.
Can you compare us with competitors?
Through our panel, yes. We ask category users about the brands they use. We report what people say and the sample behind it, and nothing more.
What is the smallest useful survey?
A short pulse with a few questions. Most clients start there and add a tracker once the first answer shows it is worth it.