Obey Musiwa
Herald Reporter
LIQUID Intelligent Technologies Zimbabwe has launched a Customer Service Charter committing the company to measurable service standards and regular reporting of customer satisfaction results to the telecommunications regulator.
The launch comes as the Customer Experience Association of Zimbabwe (CEAZ) pushes for improved service standards across industries in support of the country’s national development agenda.
The charter was unveiled at an event held as Liquid responds to regulatory requirements and rising customer expectations.
Speakers at the event said service quality, rather than products alone, would increasingly determine the competitiveness of Zimbabwean businesses.
Liquid Intelligent Technologies Zimbabwe vice-president and chief executive officer Ms Lorreta Songola said the company had increased the number of frontline staff to ensure customer complaints were resolved faster.
“The frontline officers are more because, with an interaction, issues are resolved much quicker. If you are running a technology company, you are running something like a hospital.”
Ms Songola said the charter is not a voluntary initiative.
She emphasised that the regulator now requires all service providers to publish one, which makes the standard of service public and enforceable.
“Our regulator has made it more visible, and they have ensured that all service providers should be able to launch a customer charter,” she said.
“It is not just a touch, a charter of words; it is a commitment of how we are responding to the market.”
Ms Songola said Liquid tracks customer satisfaction and Net Promoter Score through customer surveys.
She said it submits the results to the Postal and Telecommunications Regulatory Authority of Zimbabwe, which she described as a form of public disclosure.
“We do measure customer metrics in terms of customer satisfaction score.”
CEAZ board member Ekem Mudavanhu said that in a market where products are easily copied, service is the lasting advantage. He said the association wants to build a culture of customer care across the country.
“Products can be copied, they can be replicated, but we can talk of service. We want to embed a customer-centric culture across the entire Zimbabwe,” he said
Mr Mudavanhu said CEAZ works with regulators beyond the telecoms sector, including the central bank and the insurance and pensions regulator.
He said it is trying to close a gap in how customers are treated.
Mr Mudavanhu said businesses are moving from basic chatbots to AI that interprets customer needs.
