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Business Reporter
The Chartered Institute of Customer Management (CICM) will today release the 2021 National Customer Satisfaction Index (NSCI), a national indicator on how companies are performing in terms of customer satisfaction at sectoral level.
The NSCI measures the quality of economic output as a complement to traditional measures of the quantity of economic output, and it is Zimbabwe’s scientific standard of customer satisfaction.
The 2021 NCSI comes within a context of anticipated improvement in total aggregate demand in the country as Government has recorded successes in containing inflationary pressures.
The NSCI will be launched during this year’s edition of the Customer Experience Symposium.
CICM chief executive Dr Ricky Harris, said many companies still have a limited appreciation of providing quality customer experience.
“Customer experience is a key battle ground for companies in today’s economy yet this is a battle ground on which many companies struggle.
The Customer Experience Symposium, measuring and unpacking of the NCSI report provides a good platform for organisations and individuals to network and exchange ideas that can be applied in their daily work lives to improve customer satisfaction and organisation bottom line,” said Dr Harris.
“The conference will shape the future of customer relationships and experience through a bunch of NCSI insights, sharing customer experience tips, support best practices as well as customer journey roadmap ideas.
“It will also act as a catalyst for expanding delegates’ networks with customer experience professionals and learning from industry leaders across various industries.”
The theme for this year’s symposium is ‘Plan, Measure and successfully manage customer/citizen experience’.
The symposium will bring together like-minded individuals to share their experiences, expertise, discuss trends, innovations and delve into the changing customer behaviours and expectations.
According to the organisers, there will be panel discussions from industry experts on the following topics: ‘Consumer Protection-Consumer Complaints Framework and Management’, ‘CX as a new frontier for service delivery’, ‘Technology as an enabler for service delivery’, and ‘Best practices for a great digital engagement/experience — a case study of Mambos Chicken’.
CX has become ever so important, especially for the service industry, as today’s customers expect companies to know a lot about them, their preferences, needs, past behaviours and expectations.
Online Reporter