Sectors such as fast foods, insurance, retail and courier services are leading in terms of satisfying their customers according to the results of the National Customer Satisfaction Index unveiled today in the capital.
The index was officially unveiled in the capital by the Minister of Finance and Economic Development Patrick Chinamasa establishes the extent and level at which customers needs are met by service providers in each sector of the economy.
In a speech read on his behalf by the Principal Director in the Office of the President, Ambassador Mary Mubi, Minister Chinamasa said this index is crucial in creating healthy competition for the economy.
“It is important for businesses to prioritise customer care and for companies to strive towards meeting global benchmarks as the country is now open for business,” he said.
Sectors such as hospitality, mobile money and electronic payments, courier services, insurance and internet service providers are performing well in satisfying their customers compared to the retail clothing, airlines, government parastatals and financial sector.
Mr Tendai Chavarika, a customer care specialist said prioritising customer needs is the foundation of the survival all businesses.
“Customer care is an emotive issue especially in the banking sector. In view of the current shortages of cash, it rests upon banks to treat their customers well to navigate these challenges. But all other companies also need to play ball and put customers first,” he said.
The overall index stood at 63.7 percent way below global benchmarks including South Africa which was higher in almost all the sectors.
The index was launched last year and is compiled from research conducted by the Chartered Institute of Customer Management in partnership with Select Research.