World
Survey Shows State of Customer Experience in Kenya

An integrated customer experience company known as mSurvey has revealed results for the year 2018 in their quarterly Customer Loyalty Benchmark Report.
The report which highlighted the state of customer experience in Kenya across 10 industries showed that delivery of customer experience remains inconsistent across all industries with the exception of the Energy and Health industries which maintained consistent performance throughout 2018.
The report further revealed a significant drop in customer experience delivery in the course of 2018 marked by a steady decrease in Net Promoter Scores (NPS) across 8 industries.
The drop can be attributed to the growing constraint on consumer budgets, a factor which was heightened in quarter 4 due to inflated consumer spend over the December festive season which also created a state of heightened competition.
In quarter 4 KCB ranked the highest in customer experience in the Banking industry. KCB customers cited friendly rates and customer service as a key source of delight.
Customer service remained the largest driver of customer experience in this industry. Co-operative bank customers reported incidences of poor treatment by customer facing staff as their main source of a bad experience, this caused the bank to experience an overall drop in their NPS.
Under the Telco industry, Telkom Kenya emerged as leaders in 2018 closing with an average Net Promoter Score (NPS) of 22.5. Their success was largely owed to fast data and affordable data bundle offerings. One Telkom Kenya promoter said, “Consistent network and data speeds; also affordable rates.” Safaricom followed closely with an NPS of 16.75 in 2018.
According to subscribers, Safaricom excelled in overall customer service as well as efficiency and reliability. Airtel’s customers cited poor connectivity in some areas as a bad experience which led to a drop in the company’s NPS.
In the Retail industry, Tuskys continues to deliver a better experience to their customers compared to Naivas. Tusky’s performance in quarter 4 was driven by speed, efficiency, having a wide variety of products as well as good customer service according to consumers. Consumers rewarded Naivas with good scores based on fair pricing and a better overall experience. However, speed and the level of efficiency continues to be a source of penalization from shoppers in quarter 4.
Government facilities experienced an overall drop in their performance, however some organizations have notably beat the odds.
Huduma Center which is tasked with customer experience delivery scored an NPS of 21 in quarter 4 , exceeding the industry standard NPS of 13. 40% of Huduma Center’s promoters mentioned the level of customer service and speed as areas of delight.
These factors have continued to remain a significant source of detraction across other government facilities.
Customers control the successof a business. mSurvey Co-founder and Chief Product Officer Louis Majanja states, “We live in the age of the customer. Customer loyalty is crucial for any business to thrive in a competitive market. Delivering a superior customer experience is no longer something nice to have, it is a key competitive differentiator.”
Over the years mSurvey has enabled businesses to understand the drivers of customer loyalty, enabling them to increase their operational efficiencies and enhance their competitive advantage through product innovation.
With consistent use over time, leading brands have been able to strengthen their brand equity and grow their revenues.
World
Explainer: Bashkortostan’s Modern Agricultural Technologies and Approaches Useful for Africa

By Kestér Kenn Klomegâh
The importance of introducing new technologies, the need for adopting innovative approaches as key drivers for the development of agriculture, as well as the need to develop an agricultural insurance system, in the context of climate change and global challenges, dominated discussions during the largest agricultural forum held in Ufa, a city in the Republic of Bashkortostan.
The main plenary session under the unique theme: “Agricultural Export: goals, trends and key development guidelines 2030” was opened by its moderator Louis Gouend, an expert of the Russia-Africa Cooperation Council under the State Duma of the Russian Federation and chairman of the commission for work with African diasporas of the Russian-African Club at Moscow State University named after M.V. Lomonosov, as well as president of the African Business Club.
Louis Gouend welcomed the participants and emphasized the importance of the issues discussed for the sustainable growth of the Russian economy. In the context of sanctions and global challenges, such as import substitution, Russia was able to maintain stability and even increase the total volume of exports.
Ilshat Ildusovich Fazrakhmanov, Deputy Prime Minister of the Government of the Republic of Bashkortostan, addressing the forum, expressed warm greetings to participants, and further emphasized the importance of international cooperation in the field of agro-export. Fazrakhmanov introduced Zalina Lerievna Aiba, Deputy Director of the Department of International Cooperation and Development of Agricultural Exports of the Ministry of Agriculture of Russia, for discussion of the federal agency’s strategies.
Zalina Lerievna Aiba singled out export growth as a key driver for the development of Russian agriculture. She noted the importance of Bashkortostan against this background and presented a program for the development of agricultural exports of the Republic of Bashkortostan until 2030, developed jointly with the Federal Center “Agroexport”. The program aims to give a new impetus to the development of the agricultural sector in the region.
Vitaly Yuryevich Nagalin presented promising areas for exporting Bashkortostan products, emphasizing the need for innovative approaches. In response to a question about products with high export potential, he emphasized the unique national products of Bashkiria that could interest the foreign market. Further, during the forum, the importance of introducing new technologies, such as digitalization and precision farming, to increase competitiveness was discussed.
The topic of supporting the agricultural sector was continued by discussing the role of Rosagroleasing. Pavel Nikolaevich Kosov spoke about the importance of material and technical equipment in the context of the Republic’s export potential. He emphasized that Rosagroleasing provides farmers with key tools for modernization, facilitating the renewal of the fleet of machinery and equipment, which is necessary for the effective use of innovations in agriculture.
Korney Datkovich Bizhdov presented a report on the importance of agricultural insurance as a mechanism for financial stability of the agricultural sector. He spoke about the support provided to Bashkortostan farmers last year, when the republic received 145 million rubles in insurance payments due to unfavorable weather conditions. Bizhdov emphasized the need to develop an agricultural insurance system in the context of climate change and global challenges. Promising development areas for the coming years were announced, including programs designed to protect agricultural producers and strengthen the position of the agro-industrial complex in international markets.
In her speech, Darya Vladimirovna Snitko emphasized the main trends in the Russian agro-industrial complex and the foreign economic challenges facing exports. She noted that it is necessary to adapt to rapidly changing global conditions and identified key strategies for strengthening the position of Russian agricultural products in the world market. Snitko also emphasized the importance of technological modernization and the need to invest in innovation to achieve a competitive advantage.
Sergey Vladimirovich Lakhtyukhov discussed the prospects for the export of poultry products, emphasizing the importance of international markets for the domestic sector. He spoke about the significant contribution of Bashkortostan to the production of poultry meat, where the region has increased production volumes by 153% over the past five years. Lakhtyukhov noted efforts in the field of import substitution of breeding material and highlighted areas that contribute to the growth of the export potential of Bashkir poultry farming, such as the production of commercial and breeding eggs.
In his speech, Roman Vyacheslavovich Kostyuk devoted attention to the strategic prospects of animal husbandry with an emphasis on export. He noted the leading positions of Bashkortostan in the production of milk and beef and emphasized that exports create new opportunities for Russian livestock breeders. In addition, Kostyuk focused on the need to increase production volumes, as well as on finding ways to successfully enter international markets, which will increase the income and competitiveness of domestic livestock farming.
At the end of the session, Louis Gouend, the African moderator and expert, invited all participants, entrepreneurs from the regions, to actively participate in the forthcoming Russia-Africa exhibition and forum in October 2025. The event will be held at the Chamber of Commerce of the Russian Federation in Moscow and expected to attract a large number of African entrepreneurs to interact with their Russian colleagues; this event is a unique platform for networking and exchanging experiences between Russian and African entrepreneurs. It is expected that the event will bring together a large number of representatives of business communities from African countries, which will create excellent opportunities for cooperation and the development of new business relations.
By participating in this forum, those present will be able to not only present their projects, but also learn about the latest trends and opportunities that the African market offers. It was strongly recommended that entrepreneurs take an active part in this significant upcoming corporate event.
In the final stage of the plenary session “Agro-Industrial Complex Export: Goals, Trends and Key Development Guidelines 2030” at the Agrocomplex Forum, Louis Gouend assertively noted that the entire discussion was a significant step towards building a sustainable and competitive agricultural export system. The meeting participants emphasized the importance of integrating new technologies and innovations that will help domestic producers take a strong position in the global market.
The future of the agro-industrial complex is mutually beneficial cooperation, sustainable development and confidence in the future, which became the main motive of the meeting. Continuing joint efforts and accumulating experience, were considered as conditions to achieve collective goals and ultimately contribute to global food security and population’s well-being.
The organizers in the Government of the Republic of Bashkortostan sincerely thanked all participants and partners for their active participation and look forward to next meetings to discuss further steps toward the successful development of agricultural exports!
World
US Coast Guard Lauds Nigeria’s Port Security Efforts

By Adedapo Adesanya
The United States Coast Guard has commended Nigeria for considerable progress in implementing the International Ships and Ports Facility Security (ISPS) Code.
The commendation came from Mr Joe Prince Larson of the US Coast Guard who led a team from the International Port Security Programme on a Working Tour of some Terminals and Ports in Nigeria to ascertain the level of implementation of the ISPS Code across Nigerian ports facilities.
The evaluations, which commenced last year as part of a three-year plan, are geared towards providing actionable insights and data-based decisions to lift the Condition of Entry (CoE) placed on vessels departing Nigeria for the US.
According to the Nigerian Maritime Administration and Safety Agency (NIMASA), the team had earlier conducted assessment visits to the Dangote Port and Lekki Free Trade Zones in Lekki, Lagos State, as well as private port facilities operated by Matrix and Julius Berger in Warri, Delta State.
While delivering an interim assessment report to NIMASA Management, Mr Larson noted that Nigeria’s compliance with the ISPS Code ranks amongst the best globally.
He added that his team would report their findings to the leadership of the US Coast Guard accordingly and expressed confidence that NIMASA had the capacity to maintain the high standards attained to date.
“We had the pleasure of visiting Matrix and Julius Berger in Warri, Delta State, before proceeding to the Lekki Deep Seaport and Dangote Port in Lagos, with the overall assessment being very positive.
“We noted that there is a clear and deep understanding on the implementation of the ISPS Code in Nigeria with the level of compliance observed to be at par with some of the best maritime nations globally. We would report our findings back to US Coast Guard headquarters accordingly.”
On his part, the Director General of NIMASA, Mr Dayo Mobereola, reaffirmed the agency’s commitment to maintaining the improved compliance standards at Nigeria’s ports.
He highlighted the positive impact of these efforts on the country’s international reputation, adding that the agency would continue to support efforts under the Minister of Marine and Blue Economy, Mr Adegboyega Oyetola, to improve standards in the Nigerian maritime industry.
According to him, “I must express my happiness at the positive feedback we have received from the USCG delegation as it serves as reward for the Federal Government’s commitment to the develop of the sector, and the work of the Agency, under the supervision of the Federal Ministry of Marine and Blue Economy, to ensure international standards are adhered to in the area of port security.”
World
Somalia Joins Afreximbank as 53rd African Member

By Adedapo Adesanya
Somalia has formally joined the African Export-Import Bank (Afreximbank), becoming the 53rd African member state of the African multilateral financial institution.
Somalia has been shaped by decades of conflict, political instability, and lack of central governance, which has strongly weakened its economic strength.
Its Afreximbank membership is touted to place the country on a path of sustainable economic transformation, upgrading of the country’s trade and industrial infrastructure, and most importantly joins the rest of the continent in the push towards continental integration and self-reliance through the African Continental Free Trade Area (AfCFTA).
In the instrument of accession signed by Mr Hirsi Jama Gani, State Minister, Office of the Prime Minister, Somalia notified Afreximbank that Somalia “accepts, and hereby accedes, to the Agreement for the Establishment of the Bank” and pledged to undertake all necessary steps to expedite ratification of the Agreement.
“On behalf of the Government of Somalia and its people, I sincerely thank Afreximbank for its efforts that led our country to become a member state of the Bank. This milestone agreement signals our commitment to becoming a key player in regional and continental development, especially through trade, under the framework of the African Continental Free Trade Area (AfCFTA). This partnership is significant to Somalia’s ongoing reconstruction and economic diversification efforts, opening doors for financial and technical support.”
“We urge Afreximbank to accelerate the implementation of its programs and initiatives in Somalia, aligning them with Somalia’s National Development Plan and helping it meet its ambitious development goals. This is a critical step in realising the full potential of our country and for Somalia to regain its position as a strategic trade hub within East Africa,” Mr Ganni added.
On his part, Mr Benedict Oramah, President and Chairman of the Board of Directors of Afreximbank, emphasised the mutual benefits to both parties.
“This is a significant milestone as it widens the opportunity for the Somali public and private sectors to access financing and other related interventions that addresses their real needs. By joining the Bank, Somalia embarks on a new journey of pursuing its developmental aspirations on its own terms, backed by unwavering support from Afreximbank, a bank with proven track record of supporting its Participating States in good and bad times.
“Today, we begin a collective journey to enable the Somali economy to realise the maximum value from its natural resources while hastening its integration into the African Continental Free Trade Area.”
On his part, the Governor of the Central Bank of Somalia, Mr Abdirahman Abdullahi said Afreximbank’s visit to Mogadishu was timely as it came just after Somalia joined the East African Community regional trade bloc in 2024, and successfully completed the Highly Indebted Poor Countries (HIPC) debt relief process.
“The Somali people are renowned for their trade and entrepreneurial spirit, and I urge the business community in Somalia to fully leverage the opportunities offered by Afreximbank under its financing programs, to expand their reach, drive sustainable growth, and contribute to a more connected and competitive economy,” he said.
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