The State of the Service Economy Survey (SOSES) is an annual national study sponsored by ZB Financial Holdings Limited in partnership with The Financial Gazette and Tatu Advertising. The survey assesses service delivery across Zimbabwe’s economy and provides actionable insights to improve customer experience across key sectors.
In the 2024 findings, the Telecommunications Sector emerges as a critical enabler of economic activity, digital inclusion, and service delivery across industries. The results highlight customer priorities, performance gaps, and opportunities for service excellence within the sector.
Why Service Quality Matters in Telecommunications
Telecommunications services underpin modern life, enabling communication, commerce, education, healthcare, and digital transformation. As reliance on connectivity grows, customer expectations around reliability, speed, and service responsiveness have increased significantly.
SOSES 2024 underscores that customer trust in telecommunications providers is shaped not only by network availability, but also by the quality of customer support, clarity of communication, and the ability to resolve issues promptly.
SOSES 2024 Performance Indicators: Telecommunications Sector
The survey applies internationally recognised customer experience metrics to evaluate service delivery. In 2024, the telecommunications sector recorded the following results:
Customer Satisfaction Index (CSI): 75%
Customer Effort Score (CES): 67%
Customer Experience (CX): 64%
Sectorial SOSES Service Index (SSI): 68%
Highest Rating: 79%
Lowest Rating: 53%
These results reflect moderate performance, with clear opportunities to improve customer experience consistency and reduce effort when customers seek support or resolution.
What Telecommunications Customers Value Most
The survey highlights that customers prioritise service reliability and responsiveness above all else when interacting with telecommunications providers.
- Consistent network availability
- Uninterrupted service delivery
- Speed of service response
- Accuracy of billing and charges
- Clear and timely communication
- Effective handling of service faults and outages
- Innovative digital service solutions
These expectations demonstrate that customers increasingly view telecommunications services as essential utilities, where reliability and transparency are non-negotiable.
Key Service Challenges Facing the Sector
Despite progress in network expansion, SOSES 2024 identifies several challenges that continue to impact customer experience in the telecommunications sector:
- Network outages and service disruptions
- Slow resolution of faults and customer complaints
- Billing inaccuracies and a lack of clarity
- Limited communication during service interruptions
- Uneven service quality across regions
Key Takeaways and Recommendations
SOSES 2024 outlines practical steps for telecommunications providers seeking to improve service quality and strengthen customer trust:
- Invest in network reliability and infrastructure resilience
- Improve fault detection and response times
- Enhance transparency in billing and pricing structures
- Strengthen customer communication during outages
- Leverage digital platforms for faster customer support
- Continuously collect and act on customer feedback
“So please call on us, talk to us and tell us how we can make you happy.”
Going Beyond Connectivity
The SOSES 2024 Telecommunications Sector results reinforce a simple truth: connectivity alone is no longer enough. Customers expect dependable service, responsive support, and experiences that respect their time and needs.
By embracing customer-centric strategies and investing in service excellence, telecommunications providers can build lasting trust and support Zimbabwe’s digital transformation agenda.
