By Jonathan Mbiriyamveka
The Postal and Telecommunications Regulatory Authority of Zimbabwe’s household consumer and corporate satisfaction indices increased to 59.7% and 63.9 % respectively.
But the awareness of POTRAZ among household consumers declined from 23% in 2018 to 8% in 2022.
However, it increased among corporate consumers to 76% in 2022 from 64% in 2018.
In his keynote address Monday at the launch of 2022 Customer Satisfaction Survey, POTRAZ Director General Dr Gift Machengete said given the findings, operators were encouraged to revisit their service delivery processes.
“As the regulator, we will work more on increasing awareness campaigns through the various channels as recommended.
“This, like other activities, would require close collaboration between sector agencies, and ample support from our stakeholders, especially the public, whom we greatly depend on to provide feedback on how we are performing as a sector,” Dr Machengete said.
“Today, we pause to reflect on the results of this study, celebrate what we’ve accomplished, and renew our focus as we seek ways to work with the public to better serve them.
“I encourage you all to use this feedback to strengthen good practice for our sector.”
He emphasised that the success of the postal and telecommunications sector depended on a solid foundation based on understanding the people they serve and valuing their feedback.
“I hope the feedback we have received from the market through the results of this year’s Consumer Satisfaction Survey will offer us a glimpse of what our industry expects of us,” he said.
Engagement with Mobile Network Operators increased reaching almost 100%.
However, the study revealed that there is an outcry from household consumers over network performance and call dropout frequency.
This is also reflected by the decline in both the MNO’s household and corporate satisfaction indices.
“We learnt that for postal services, the key service expectations are delivery time, pricing and undamaged parcels.
“In particular, corporates value speed of service and reliability.
“Although there are low incidences of complaints, 30% of the raised complaints go unresolved and ZimPost is urged to address this as well as on other key indicators considering that it’s Consumer Satisfaction Index declined by 0.33% and 5.69% in the household and corporates segments, respectively,” he said.
Satisfaction surveys are a valuable tool for businesses, helping them gain a better understanding of customers’ requirements and concerns.
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