adminTanaka Mahanya
TELECOMMUNICATIONS operators have been encouraged to revisit their service delivery processes to ensure efficient service delivery.
Speaking at the 2022 Customer Satisfaction Survey launch for the postal, telecommunications and courier services, POTRAZ director general, Gift Machengete, said the importance of customer satisfaction should never be doubted.
“During our surveys, we learnt that for postal services, the key service expectations are delivery time, pricing and undamaged parcels.
“Consumer satisfaction surveys are a form of research in which you ask your customers for their views on issues that indicate how well or how badly your company is performing,” he said.
He said, the study revealed that there is an outcry from household consumers over network performances and call drop frequency.
“Engagement with Mobile Network Operators has, however, increased, reaching almost 100 percent.
“The use of internet increased in both urban and rural areas.
“However, household consumers are concerned about connectivity, while network coverage, affordability, and download speeds are the top service expectations,” he said.
Machengete said they 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.
“We greatly depend on the public to provide feedback on how we are performing as a sector,” he said.
Bongani Ndlovu