Rwanda : Customer satisfaction levels still low – RGB
While many companies, both private and public have embraced and seek to champion the improved customer care slogan, research suggests that customers remain unimpressed.
A study conducted by the Rwanda Governance Board (RGB) has put customer satisfaction levels countrywide at 66%, a far cry from the 80% the government aspires to attain in five year’s time.
This sobering statistic was revealed by RGB officials during a one-day consultative meet in the Northern Province yesterday, aimed at publicizing the findings of various studies conducted in the customer care field.
Rwandans at large were urged not to accept sub-par treatment while seeking services, since it is their right to receive and even demand efficient services, and to report cases of mistreatment or any other form of bad customer care.
Dr Usengumukiza Felicien, Deputy CEO in charge of Research and Monitoring at RGB, stressed that favorable customer care is a right to all, and those not receiving it should even refuse to continue being served in this way.
He however said that refusal to accept bad customer service must be accompanied with the ability to discern when one is being mishandled in the first place. Educating the public on this issue, he said, is therefore paramount.
Northern Province governor Bosenibamwe Aimé, on his part pointed out that good customer care services should start first and foremost with the leaders of the people, who should serve as examples to the rest of the populace.
Results of other studies conducted regarding similar fields such as corruption and were also revealed and analyzed.