The Sunday Mail
Online Reporter
Zimbabwe’s customer satisfaction index ranking for 2020 marginally improved to 62,9 percent from 62,6 percent in 2019, according to the latest National Customer Satisfaction Index (NCSI).
The NCSI, is carried out by the Chartered Institute of Customer Management (CICM).
The index is a national indicator on how companies are performing in terms of customer satisfaction at sectoral level. It measures the quality of economic output as a complement to traditional measures of the quantity of economic output.
CICM chief executive Dr Ricky Harris said the Covid-19 pandemic, which emerged last year, forced companies and organisations to rethink how they engage with customers.
“The results show that customer satisfaction has increased with registered cross sector experiences, whether interacting with organisation’s staff in person, over the phone or engaging an organisation on its various digital platforms on the increase.
“It is quite impressive that a number of sectors had marginal increase in customer satisfaction against the Covid-19 ravaged business operating environment. Despite marginal increase in reported complaints, research unearthed that the right mix of facets including leadership commitment, employee engagement and customer experience design and processes were deployed in most organizations to ensure an end-to-end ownership of customer experience,” said Dr Harris.
“The pandemic forced many organizations to adopt to various technologies, learn from customers and innovate in quest to meet the unformed consumers. This in turn contributed to the recorded positive change in national customer satisfaction.”
The NSCI is the country’s scientific standard of customer satisfaction. Zimbabwe’s top-rated companies in several key economic sectors in terms of customer satisfaction in the following sectors were showcased and honoured at the launch of the latest NCSI last week.
These sectors included airlines, banks, courier services, electronic payment platforms, food outlets, funeral policy organisations and Government parastatals. Other sectors included hospitality, internet service, long-term insurance, medical aid, retail, retail clothing, short-term insurance and telecommunications.
Zimbabwe’s top 10 rated organisation in terms of customer service were (Nyaradzo Life (life assurance sector), DHL (postal and courier services), Pick n Pay Zimbabwe (retail-groceries), Cassava Smartech-Ecosure (life assurance), CBZ (banking), Old Mutual (life assurance), Zimnat (insurance), NetOne (mobile telecommunications), First Mutual Life Health (health insurance), and Meikles (hospitality).
The top performing sector, according to the 2020 NCSI, is the courier services sector, with a ranking of 71, 2 percent, which is significantly above the average ranking.
Meanwhile, the public sector is working to improve its customer satisfaction levels, with Government targeting to improve citizen satisfaction to around 70 percent by 2025 as outlined in the National Development Strategy 1 (NDS1).
