HARARE – The Contact Centre Association of Zimbabwe (CCAZ) is this month set to host the 7th annual edition of the Zimbabwe Customer Service Excellence Awards.
Similar awards are hosted annually by CCAZ’s sister body, the Chartered Institute of Customer Management (CICM) in other countries namely Botswana, Namibia, Malawi, Zambia and Swaziland among others.
According to CCAZ publications and events officer Gamuchirayi Makedenge the 7thth edition of the Zimbabwe Service Excellence Awards will be held in the Capital on October 26.
“Zimbabwe’s leading service providers, organisations and individuals will be awarded for service excellence in several sectors across the private and public sectors. These awards are hosted annually to recognise, promote and award service excellence,” she said.
“The Service Excellence Awards have become a key catalyst in improving the competitiveness in customer service in the country where they have made a significant impact since their introduction seven years ago.”
CCAZ came up with the Service Excellence in 2011 with the aim of promoting service excellence.
According to CCAZ, the winners are determined by an online voting platform, mystery shopping visits that were carried out during the course of the year and questionnaires that are provided by the organisation to the general public.
“A team of adjudicators also sat and deliberated on the nominees and their chairperson is Mr Tendayi Mutseyekwa from the National Social Security Authority (NSSA),” she added.
According to the second edition of the National Customer Satisfaction Index report that was launched by CICM, customer experience has become the new battleground as prices and products can be copied but not quality customer experience.
In view of this, organisations must grab this opportunity and focus on customer experience since high quality service helps create customer loyalty and retention which in turn enhances a business’ profitability.
According to the latest the National Customer Satisfaction Index (NCSI), which is carried out by the CICM in collaboration with Select Research (Pvt) Limited Zimbabwe’s customer satisfaction index ranking for 2018 has declined by 11, 8 percentage points to 63, 7 percent.
The inaugural NCSI, which was launched last year, indicated a ranking of 75, 5 percent.
The index is a national indicator on how companies are performing in terms of customer satisfaction at sectorial level. The NCSI essentially measures the quality of economic output as a complement to traditional measures of the quantity of economic output.