2016 Swaziland Service Excellence Awards Survey

The Chartered Institute of Customer Management is kindly asking you to take 3 minutes of your time to complete this questionnaire. The feedback  will be used to rate and select organisations who are doing well in offering the best customer service and experience to their clients and consumers. Your honest opinion and time is greatly appreciated.

  1. As a customer, which organizations have strived to meet your needs or provided the best customer service experience in the country? Please respond with the best organisation for each sector.

Hospitality Sector                                                                          ……………………………………………………………..

Travel Agencies/ Tour Operators Category                          ……………………………………………………………..

Air transport category                                                                                   ……………………………………………………………..

Banking Category                                                                          ……………………………………………………………..

Local Authorities Category                                                         ……………………………………………………………..

Insurance Companies Category                                                                 ……………………………………………………………..

Mobile Telecommunication Companies Category             ……………………………………………………………..

Healthcare Category                                                                                      ……………………………………………………………..

Retail Grocery Category                                                               ……………………………………………………………..

Clothing Retail Category                                                              ……………………………………………………………..

Fast Foods Category                                                                                      ……………………………………………………………..

Pharmacies Category                                                                                     ……………………………………………………………..

Universities/Education Category                                                               …………………………………………………………

Funeral Assurance Category                                                                       ……………………………………………………………..

Manufacturing Sector (Service quality):                                                  ……………………………………………………………..

Car Sales Category                                                                                          ……………………………………………………………..

Courier Services Category                                                           ……………………………………………………………..

Service Stations Category                                                           ……………………………………………………………..

Parastatals or State Owned Enterprises Category             ……………………………………………………………..

Security Services category                                                          ……………………………………………………………..

  1. Which company operates the best call centre in the country?

……………………………………………………………..……………………………………………………………..

  1. Which company has the best Corporate Responsibility Program in the country?

……………………………………………………………..……………………………………………………………..

  1. Which company executive has demonstrated vision and leadership in building a customer centric culture in their organization?

Name of Executive:                                                                                        ……………………………………………………………..

Name of Organisation:                                                                                 ……………………………………………………………..

  1. How do you rate the level of customer service in the country using a scale of 1-10. 1 being the worst and 10 being the best.

……………………………………………………………..

  1. Which 3 customer service qualities do you expect from your service providers? e.g. speed of service, staff attitude etc.
  2. ……………………………………………………………..
  3. ……………………………………………………………..
  4. ……………………………………………………………..

……………………………………………………………..End……………………………………………………………..

Thank you for taking time to complete this questionnaire

Email us – info@cicmaglobal.com or patnership@cicmaglobal.com

Zim set tone for the 2016 customer service week celebrations

Customer Service Week (CSW) celebrations have been running since the late 1980s. In the United States of America, the US Congress proclaimed the Customer Service Week a nationally recognised event in 1992. The Customer Service Week celebrations have spread across continents and in emerging markets such as Europe, Asia, Middle East and about 50% of African countries and that includes Zimbabwe.

In Zimbabwe the Customer Service Week has been recognised and celebrated at national platform since 2011 and 2016 marks the 6th year in which these celebrations have been running. The Contact Centre Association of Zimbabwe (CCAZ) has been at the forefront in organising the National Customer Service Week for the past years in partnership with Chartered Institute of Customer Management (CICM), Financial Gazette, Consumer Council of Zimbabwe and the Ministry of Tourism and Hospitality Industry.

In the past years, to celebrate the Customer Service Week companies and different organisations would engage in activities like, the street march, free customer service training for public transport operators and vendors, breakfast meeting, a brand expo and they would always close with the biggest event of the year which is the Service Excellence Awards.

This year however, the hype has been changed to create a more relaxed environment filled with laughter for the customers and the service providers by a night of comedy, The Comedy Night . Also, in this year’s agenda, the CSW is going to kick start with a breakfast meeting where the National Customer Satisfaction Index Survey Results will be published. The 2015-2016 top 10 rated companies will be announced as well. Lastly the CSW will close with the Service Excellence Awards like all the other years.

Participating in Customer Service Week (CSW) is a great opportunity for organizations to, recognize and appreciate external customers for their custom and loyalty, remind customers of their commitment to customer satisfaction, recognise and appreciate staff for the role they play in delivering great customer experiences, reward members of staff who are a great example in serving customers, boost morale, motivation and teamwork, raise company-wide awareness of the importance of customer service and thank other departments for their support in delivering great service to customers and highlight the important role they play in serving customers.

However, many individuals have the question, should customers only be recognised during the Customer Service Week which only happens the first week of October? In Zimbabwe that is not the case as the CSW only ends with the Service Excellence Awards which companies and different organisations will have been preparing for throughout the whole year by providing top class customer services to their customers in order to win awards in different sectors.

In light of the Customer Service Week, the sole focus would not be entirely on the customers, but also to recognise the employees who take care of the different needs presented by the customers. Anne M. Mulcahy who is the former chairperson and CEO of Xerox Corporation said, “Employees are a company’s greatest asset, they are your competitive advantage. You want to attract and retain the best, provide them with encouragement, stimulus, and make them feel that they are an integral part of the company’s mission”, hence the conclusion that a happy employee equals a happy client.

Contact Centre Association of Zimbabwe (CCAZ) has realised this fact hence they have created a night of laughter by hosting “The Comedy Night” where both customers and service providers will find time to relax and network without the pressures of work.

Hon Bimha to unveil the 2016 National Customer satisfaction Index

Hon Minister Michael Bimha is to unveil this year’s edition of the Zimbabwe Customer Service Week, and National Customer Satisfaction Index report at the annually held customer service week breakfast meeting.

The Contact Centre Association of Zimbabwe (CCAZ) has been at the forefront of organizing the Zimbabwe Customer Service Week for the past five years in partnership with South African based Chartered Institute of Customer Management (CICM), Financial Gazette and Consumer Council of Zimbabwe (CCZ).

Customer Service Week is an international event devoted to recognizing the importance of customer service and to honoring the people who serve and support customers with the highest degree of care and professionalism. The Customer Service Week celebrations are annually held in over 80 countries including Zimbabwe.

In the past years, a CSW Brand expo and free customer service training for public transport operators and vendors was done in partnership with City of Harare during the Customer Service Week. However, this year CCAZ has planned a different programme for the first week of October. The major highlights of this event being the 5th of October were Hon Minister Bimha will officially unveil the Index report and the customer service week with a breakfast meeting to be held at Rainbow Towers Hotel. The weeklong celebrations will be concluded with the comedy night which will be held on the 7th of October at Reps Theatre in Belgravia. The Customer Service Week is becoming a significant event on the national and international calendar as there is growing importance of customer service as a tool for business and economic sustainability.

The Zimbabwean Customer Satisfaction Index (ZimCSI) is an independent industry-wide research and national benchmark of customer satisfaction of the service quality, customer experience and services available to household consumers in Zimbabwe. ZimCSI data allows companies to reach informed decisions about current products offering, customer service delivery and services quality and also make projections about trends under consideration. It’s a tool for managers to improve customer experience, build loyalty and a means to evaluate competitors and evaluate own service offering in line with current trends and consumer preferences. According to Tov Manene from Select Research the index research will cover the period Sept 2015 – Sept 2016. He further alluded that 10 000 copies of questionnaires were distributed across the country. The South African based Chartered Institute of Customer Management and Select Research one of the leading research companies in Zimbabwe, were the lead researchers who compiled the NCSI report.

“We will ensure that in all the future ratings we will also collect feedback from the rural areas across the country to ensure that the data is all inclusive and capturing all the markets. We will also include other sectors omitted in this inaugural research”, said Dr Ricky Harris who is the CEO of Chartered Institute of Customer Management as she highlighted how crucial this this survey is for any country.

In the same respect, Rinos Mautsa who is a Customer Service expert also alluded that the National Customer Satisfaction Index  is a noble initiative which will not only help to provide benchmarking data but will also stimulate competition premised on customer experience and service improvement in Zimbabwe.

Malawi Customer service awards set for November

Leading service providers, nationally, organisations and individuals are to be awarded for service excellence once again this year at the service excellence awards.
The 2016 Service Excellence Awards for Malawi are scheduled for the 11th of November 2016 at Sunbird Hotel in Lilongwe.
There is growing calls for more focus on customer service across all sectors in Malawi. The 2016 Forrester Global research on customer service clearly point out that Service delivery and customer experience is now the key competitive battleground for all players globally. Customer service is one of the most important ingredient of the marketing mix. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for.
The Service Excellence Awards are organised and managed by Chartered Institute of Customer Management (CICM) which is a customer service professional board with presence in three continents and over 14 African countries. Similar awards are held in Zimbabwe, Zambia, Namibia, Kenya, to mention but a few.
This year in Malawi, CICM and their local partner Dr Peter Mbiko Jere will be organising this blissful red carpet event to honour the kings and queens of the customer service and service delivery across all sectors
Last year the event was graced by the Hon. Minister of Industry and Trade, Joseph Mwanamvekha who was represented by the Principal Secretary in the Ministry of Industry and Trade Mr Cliff Chiunda. Also at this event was Dr Ricky Harris who is the Chief Executive Officer for the Chartered Institute of Customer Management.
This year the same royalty is expected to grace this event, mainly the captains of industry and government officials who want to join hands with CICM in making customer service a priority.
Customer service has been seen as a catalyst for economic and social growth not only in Malawi but in Africa and the world at large. “It is our hope that our local partner will forge more alliances with government not only in promoting good and prudent customer management practices but to also assist in developing the call centre industry which is vital for job creation and economic development,” said Harris last year when she was delivering her speech during the awards.
According to the Forrester research, globally in 2015, 66% of consumers switched brands or business due to poor customer service, a 4% increase on the previous year. Some 82% of those who switched said the brand could have done something to stop them.
Excellent service deliveries is not a subject that is only advocated for in Africa  or Malawi as it is seen to be a global outcry so as to keep and safe guard customers and in turn organisations making profits and excelling at the end of the day.
According to New Voice Media, an estimated $41 billion is lost by leading companies alone each year due to poor customer service and also 60% of the consumers prefer a balance of price and service and will not accept low service levels in exchange for a lower priced product and this is according to UKCSI Customer Satisfaction Index.
In this respect, downplaying the importance of customer service and customer experience is no longer an option because just a single poor customer experience can easily break customer relationship and has a negative impact on brand reputation.
The awards is also helping to promote call centre industry development which is key in job creation in Africa.  It is no secret that lately many African countries have been struggling economically and in turn this has affected many individuals especially in respect of finding employment. The call centre industry has created over thousands of jobs globally. For example, in South Africa and Kenya, millions of dollars have been contributed to these economies annually and in Zimbabwe, according to the 2015 Call centre industry report done by Chartered Institute of Customer Management (CICM) we now have 38 call centres in Zimbabwe and over 3500 people working in call centres. This industry alone is poised to creating over 30 000 jobs in the next five years hence it is of paramount importance to be supporting call centres and client service delivery initiatives.
Hence, CICM and the local partner have seen the hosting of awards and honouring the captains of industry as a stepping stone to creating better call centres and in turn promoting good customer service delivery thus, creating employment in the process.
According to Rinos Mautsa a customer service expert and CICM board member, the awards selection process is rigorous and it includes online voting through survey monkey involving 10 000 clients, a questionnaire is also distributed in major towns across Malawi, mystery shopping and local experts comprising of academics, auditors and researchers will then sit down to adjudicate the research results before announcement of the winners.
This year’s categories includes, Hospitality Sector which was won by Protea Hotels last year, Telecommunications which was won by TNM Limited last year, Banking sector which was won by Ecobank last year,  Local Authorities sector which was won by Blantyre City Council last year,  Health Insurance Sector which was won by Metropolitan Health last year,  Transport Sector – Road which was won by Premier Bus Company last year, Transport Sector – Air which was won by Malawian Airlines last year, Grocery Retail Sector which was won by Shoprite last year, Fast Food Sector which was won by Kips last year, Education Sector which was won by the University of Malawi last year, Funeral Assurance which was won by Smile Life last year , Security Sector which was won by Alpha last year, Automobile Sector (Vehicle Service, Sales, Assembling) which was won by CFAO Malawi last year, Postal And Courier Services Sector which was won by DHL last year, Service Stations Sector which was won by Puma Energy last year, Hospitals Sector which was won by Blantyre Adventist Hospital last year, Special Awards Presentation, Excellence In Corporate Social Responsibility which was won by Shayona Cement last year, Customer Focused Executive Of The Year – Public Sector which was won by Professor Address Malata – Kamuzu College of Nursing last year, Customer Focused Executive Of The Year – Private Sector which was won by Mr. Felix Mlusu – CEO – NICO Limited last year , Best Call Centre Sector which was won by TNM last year.