Real-Time Data on Customer Experiences
Ernest Makotsi of Wayo Company Ltd. in Kenya will develop a mechanism for customers to provide immediate feedback on their retail experiences in Nairobi using mobile phones. Real-time feedback is thought to be more attractive for users and more valuable for providers, and having a mobile phone interface means feedback can be provided and analyzed from any location. They have developed the program, and will set up the technology in regional retail shops that provide digital financial services and advertise the event to promote customer participation. The data can be used by retailers to improve their customer services, and be sold to interested parties.