The information was made public on Monday at an event held in Harare to officially publish the 2022 Consumer Satisfaction Survey Report for the postal, telecoms, and courier services in Zimbabwe.
“We learned that for postal services, the primary service expectations are delivery time, pricing, and undamaged parcels,” said Gift Machengete, director-general of the Postal and Telecommunications Regulatory Authority of Zimbabwe (Potraz), in remarks made at the launch.
He said corporates place a premium on reliability and speed of service in particular.
“The top service expectations for fixed telephone services are call success, network coverage and quality, and price. TelOne deserves praise for receiving high marks for voice quality and having less dropped calls.
“Consumer satisfaction indices have grown, and engagement with the service provider increased from 53% in 2018 to 70% in 2022,” said Machengete.
According to Machengete, participation with mobile network operators (MNOs) has expanded and has nearly reached 100%.