eBusiness Weekly
BH24 Reporter
HARARE – The Chartered Institute of Customer Management in collaboration with Select Research (Pvt) Limited will next month launch the second edition of the National Customer Satisfaction Index (NCSI).
The launch is scheduled for July 11, in Harare.
The index is a national indicator on how companies are performing in terms of customer satisfaction at sectorial level and regionally across Africa.
Zimbabwe’s top 10 rated companies in terms of customer satisfaction will be showcased and honored at the launch event
The NCSI essentially measures the quality of economic output as a complement to traditional measures of the quantity of economic output. It is the country’s scientific standard of customer satisfaction.
The NCSI – an independent national benchmark of customer satisfaction of the quality of products and services – is therefore critical insofar as benefits players in both the public and private sectors within the local economy, as well as foreign investors eyeing the country’s markets. CICM chief executive Dr Ricky Harris explained:
“Local firms can use the NCSI as a tool to optimize customer satisfaction, which in turn drives customer loyalty and thereby corporate profitability. The Index also is used for competitive and cross-industry benchmarking.
“It’s also critical for foreign investors who need to understand the relationship between a company’s current condition and its future capacity to produce wealth. In capitalistic free markets, sellers that do well by their customers are rewarded by more business from buyers and more capital from investors,” she said.
The 2018 NCSI will be launched within a context of anticipated rise in total aggregate demand in the country this year.
Zimbabwe’s consumption declined from 80, 59 percent of total gross domestic product in 2016 to around 76, 42 percent last year attributable to declining disposable incomes and rising unemployment rates.
However, in light of the new political dispensation, consumer demand is expected to increase this year going forward. Such a development will necessitate both manufacturers and service providers to become more innovative in order to exploit these opportunities.
The inaugural NCSI, which was launched last year, revealed that Zimbabwe’s customer satisfaction index current ranking averaged at 75, 5 percent.
