Assessment of Potraz’s Consumer Satisfaction Survey Report
By Tendai Guvamombe
The Postal and Telecommunications Regulatory Authority of Zimbabwe (POTRAZ) today launched the 2018 Consumer Satisfaction Survey Report which reflected on postal trends, courier services and telecommunications.
The Telecommunications regulator commissioned the 2018 Consumer Satisfaction Survey (CSS) to achieve specific research objectives which anchored on the much anticipated service expectations, establishing level of satisfaction determination and to generate recommendations aimed to improve consumer satisfaction in the postal telecommunications and courier services sector.
According to the report TelOne as the only player which provides fixed telephone services to the market had seen uses which were mainly used in the urban areas declining to 2percent of household consumers while remained high among corporate consumers to the level of 53percent in 2018.
Despite rated positively on call dropouts in telephone service businesses,affordability and network quality the organization has been urged to improve digitization service touch points and monitor crucial elements such as call success rate and quality across all business regions.
On mobile telephone services the report asserts that mobile data usage was high to the level of 93percent and All Mobile Network Operators (MNOs) performed exceptionally well on the network parameters such as network reception, coverage and voice quality among others.
Internet and data services usage grew positively on the market from 29percent recorded in 2015 to 34percent in 2018 which saw internet penetrating in urban areas at 50percent.
There was high increases of data service usage by corporate consumers in 2018 recording 86percent against 83percent in 2015. Despite the internet and data services usage increased significantly a lot still needs to be done by operators to improve network speeds and accessibility.
Courier Services usage on the market declined on household and among corporate consumers which indicate the need for innovation by companies to increase efficiency and come up with cost effective solutions.
On Postal Services (ZIMPOST) declined significantly on both households and corporates in 2018 as compared in 2015 a position which needs the service provider to pay attention to consumer feedback and service monitoring.
Potraz awareness on the market in urban and rural areas grew significantly resulting from roadshows, newspapers and television broadcasting.
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