FIXED telephone services provider (TelOne) has been ranked as the best quality service provider in terms of voice quality ratings and less call dropout frequency in the country’s 10 provinces.
This was revealed yesterday during the official launch of the 2022 consumer satisfaction survey report for the postal, telecommunications and courier services in Zimbabwe at an event held in Harare.
Speaking at the launch, Postal and Telecommunications Regulatory Authority of Zimbabwe (Potraz) director-general Gift Machengete said: “We learnt that for postal services, the key service expectations are delivery time, pricing and undamaged parcels. In particular, corporates value speed of service and reliability. In the fixed telephone services, network coverage and quality, affordability, and call success are the top service expectations. TelOne is commended for the positive ratings on voice quality and less call dropout frequency. Engagement with the service provider increased from 53% in 2018 to 70% in 2022 and has witnessed an increase in its consumer satisfaction indices.”
Machengete said engagement with mobile network operators (MNOs) had increased, reaching almost 100%.
“However, the study has revealed that there is an outcry from household consumers over network performance and call dropout frequency. This is also reflected by the decline in both the MNOs household and corporate satisfaction indices. Given these findings, operators are encouraged to revisit their service delivery processes,” he said.
“As the regulator, we 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, whom we greatly depend on to provide feedback on how we are performing as a sector.”
Potraz consumer feedback and consultant project manager Brian Mahuni said: “We have noticed a narrow growth in terms of satisfaction that is both the household and corporate consumers for TelOne. However, consumers were concerned with service disruption due to the vandalism of infrastructure thereby increasing more demand for service providers to address the hurdles timelessly.”
“Compared to the 2018 survey findings, consumer satisfaction indices for fixed telephone services increased by 0,19 points to 73,92 % while the corporate consumer satisfaction index increased by 2,33% points to 76,46%,” the report said.