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Survey Shows State of Customer Experience in Kenya

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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 success​of 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.

Dipo Olowookere is a journalist based in Nigeria that has passion for reporting business news stories. At his leisure time, he watches football and supports 3SC of Ibadan. Mr Olowookere can be reached via [email protected]

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Nigeria Leads Africa in Equity Funding as Startup Investment Hits $254m in H1 2026

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Investment-Worthy Startups

By Adedapo Adesanya

Nigeria regained its position as Africa’s leading destination for equity startup investment in the first half of 2026, raising $214 million in equity financing and a total of $254 million across equity and debt, according to the latest Africa: The Big Deal report.

The report, titled H1 2026: Mapping the Money, showed that Nigeria ranked second on the continent in total funding, behind Egypt, which attracted $327 million, while Kenya and South Africa followed with $126 million and $83 million, respectively.

However, the report noted that Egypt’s top position was largely driven by a single fundraising by electric mobility company Spiro, which secured $327 million, including $270 million in equity and $57 million in debt. Excluding debt financing, Nigeria emerged as Africa’s largest equity funding market in the first six months of the year.

According to the breakdown by Africa: The Big Deal, Nigeria’s equity funding of $214 million was higher than Egypt’s $183 million, while South Africa and Kenya attracted $66 million and $46 million, respectively.

Beyond funding value, Nigeria also led the continent in the number of startups that raised at least $100,000 during the review period, reclaiming the top spot after what the report described as an “underwhelming” second half of 2025.

The publication observed that Nigeria’s fundraising performance has remained relatively stable over the past few years and exceeded the $250 million mark for the first time since 2022, pointing to renewed investor confidence in the country’s startup ecosystem.

It also found that while the Big Four startup markets—Nigeria, Egypt, Kenya and South Africa—continued to dominate Africa’s investment landscape, their combined share of total funding stood at 58 per cent in the first half of 2026.

“Zooming back on the Big Four (110 out of 190 $100k+ deals, i.e. 58%), Nigeria is head and shoulders above its peers, with Egypt and Kenya almost tying, and South Africa in fourth position again,” the report noted.

The report highlighted contrasting performances among the continent’s largest startup ecosystems. While Nigeria and Egypt maintained strong funding momentum, Kenya recorded its weakest funding performance since early 2021 after a strong second half of 2025, and South Africa failed to attract $100 million in funding during the period despite leading the continent a year earlier.

Africa: The Big Deal also noted a broader shift in investor behaviour, with funding increasingly concentrated in larger transactions while early-stage investments continued to decline. According to the publication, the drop in smaller funding rounds reflects growing concerns about limited capital available for early-stage startups across Africa.

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SCRYPT Expands Stablecoin Settlement Infrastructure to East Africa

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SCRYPT stablecoin

By Aduragbemi Omiyale

Accessing the US Dollar in the East Africa region has now been made easier with the expansion of the stablecoin settlement infrastructure of SCRYPT.

This development enables banks, payment providers and corporate treasury teams to move value into and out of the continent in real time.

Businesses paying international suppliers frequently have to convert local currency into USD before purchasing stablecoins for settlement, incurring FX conversions and spreads before any payment is made.

But SCRYPT is eliminating this intermediate conversion by enabling direct settlement corridors for local African currencies into stablecoins.

This development allows businesses to move from local currency to stablecoin settlement in a single licensed transaction, without first sourcing rationed bank dollars, as stablecoins are increasingly becoming settlement infrastructure rather than an investment product.

The expansion adds settlement support across four African currencies: the Kenyan shilling (KES), Tanzanian shilling (TZS), Rwandan franc (RWF) and Ugandan shilling (UGX). Each corridor is delivered through the same full-stack infrastructure our clients already use for trading, custody and treasury operations.

Speaking on this, the chief executive of SCRYPT, Norman Wooding, said, “Across Africa, stablecoin adoption is driven by economic need, not speculation.

“Businesses here are not chasing yield; they are trying to pay suppliers and manage treasury without losing margin to a banking system that rations dollars. Licensed, fair-rate dollar access is the clearest proof of what this infrastructure is for.”

Also commenting, the Managing Director of Markets & Trading at SCRYPT, Mr Gabriel Titopoulos, said, “Until now, reaching stablecoins from local African currencies meant buying scarce dollars and incurring several layers of conversion costs.

“SCRYPT removes this friction. Firms and payment providers can now settle straight from local currencies through live corridors, with local partners.”

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African Graduates Association Promoting Multifaceted Initiatives With Russian Educational Institutions

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Francois Ngan Professor Vladimir Filippov African Graduates Association

By Kestér Kenn Klomegâh

In preparations for the third Russia-Africa Summit, scheduled for late October 2026, Dr Francois Ngan, deputy chairman of the Union of Associations of African Graduates of Soviet and Russian Universities, during an official working visit, has held a consultative meeting with Professor Vladimir Filippov, the President of the Russian University of Peoples’ Friendship (RUDN), and former Minister of Higher Education of Russia, Chairman of the National Commission for Accreditation of Higher Education.

RUDN is an educational institution established in 1960, primarily to provide higher education to Third World students. It has now become a popular multidisciplinary spot for many students, especially from developing countries. The university offers various academic programmes and has research infrastructure that comprises laboratories and interdisciplinary centres. The university is named after the former Congolese leader, Patrice Lumumba.

Dr Francois Ngan and Professor Filippov discussed the importance of the Graduates Association as a continental platform dedicated to strengthening unity, cooperation, and promoting shared progress among African graduates who studied in the former Soviet Union and in the Russian Federation. They also reviewed multifaceted initiatives that could bring together alumni associations from across Africa, whose members obtained education and professional training, and cultural experiences in Soviet and Russian institutions of higher learning.

Professor Filippov expressed optimism in addressing emerging challenges as a result of shifting geopolitical changes, emphasised strategic cooperation in the educational sphere with Africa, in general, and with the Republic of Cameroon, in particular, and further about the integration of African students during their studies in the Russian Federation.

The meeting also touched on academic and scientific work, the possibility of rewriting a scientific thesis, and the official organisation of transferring versions translated into six languages ​​for the library of RUDN. Significant questions relating to Russia’s educational opportunities, collaborations and partnerships involving African countries were thoroughly discussed.

The Union of Associations of African Graduates of Soviet and Russian Universities was created under one continental umbrella to promote friendship, for professional networking, to engage in cultural exchange, and with particular emphasis on forging strategic cooperation between Africa and Russia.

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