How digital transformation is shaping customer expectations

DAR ES SALAAM: THE advancement of science and technology has been earmarked as a crucial intervention in the quest to accelerate proper service delivery in order to go along with the current demands of the world.

This was unearthed during the third edition of Tanzania Service Excellence Awards (TSEA) which climaxed in Dar es Salaam on Friday, attracting several corporates from across the country.

In his keynote address, Research, Planning, Policy, Project and Resources Mobilisation Manager at Tanzania National Chamber of Commerce (TNCC) Mr Leonard Masai emphasised on the importance of using technology to enhance customer experience.

“Technology plays a crucial role here. By embracing innovations, we can streamline services, enhance customer interactions and ultimately elevate the service experience.

“The rise of Artificial Intelligence (AI), data analytics and digital platforms presents us with a unique opportunity to understand customer needs better and respond in a timely manner,” he said.

He continued: “The evolution of the service economy across Africa is rapidly changing the landscape of business and we have the chance to learn from our neighbours.

“Countries like Rwanda have demonstrated how proactive initiatives in customer service can yield significant results…we can harness this momentum to drive growth and improve overall service quality.”

He further revealed that he was pleased to announce that the National Customer Satisfaction Index (TCSI) for 2025 was an impressive 65 per cent, far surpassing the continental average of 52 per cent.

“We eagerly anticipate the 2026 report from the Chartered Institute of Customer Management (CICM), which promises to shed light on our ongoing journey. This remarkable improvement reflects our collective efforts and underscores the critical role of customer experience in shaping a vibrant economy,” he said.

In particular, he said the top-performing sectors in 2025 included mobile telecommunications and hospitality, showcasing the immense potential they can unleash when they prioritise customer satisfaction and service excellence.

“However, we must also take a moment to acknowledge the challenges we face as a nation…the digital divide and inconsistent service quality remain significant barriers hindering our progress across different sectors.

“As we strive for excellence in customer service, its essential to remember that good customer service costs less than bad customer service. This statement has profound implications for a service-driven economy like ours, where every interaction significantly shapes our reputation and impacts our growth trajectory,” he said.

On her part, CICM Chairperson, Ms Yolanda Urio stressed that the gathering on the beautiful evening was not just to celebrate but to recognise the remarkable achievements in customer service that define our nation.

“As the Chairperson of the CICM, I am proud to reaffirm our mandate: to promote service excellence and drive innovation across all sectors. Tonight, we proudly unveil the National Customer Satisfaction Index report for the third time.

“This report provides critical insights into our progress and I am thrilled to share that we have achieved a significant improvement in customer satisfaction, with a remarkable score of 65 per cent, far exceeding the continental average.

“But our journey does not end here; its merely the beginning. Excellence in customer service is not just a goal, it is a way of life. It shapes our interactions, strengthens our economy and enhances our collective reputation,” she said.

She continued: “Additionally, I am delighted to share that the winners of this evening’s awards will represent Tanzania at the 2026 Africa Service Excellence Awards in South Africa this August.

“This is a tremendous opportunity for our champions to showcase the very best of Tanzania on a continental stage…let us use this moment to celebrate the finest among us and inspire one another to keep reaching new heights.

“Let us remember that behind every number in the National Customer Satisfaction Index is a real persona customer whose experience impacts not just our businesses, but our communities and our nation,” Ms Urio said.

Meanwhile, here is the full list of winners in each category of the Tanzania Service Excellence Awards with each category producing three best performers.

In Agriculture and Agribusiness, Yara Tanzania Limited scooped the first position while Seed Co Tanzania Limited and Export Trading Company Limited sealed second and third places apiece.

For Financial Services – Banking, Stanbic Bank Tanzania Limited clinched the top spot seconded by NMB Bank Plc and CRDB Bank Plc respectively.

Yas Tanzania, Vodacom Tanzania and SimbaNET Limited excelled in Telecommunications – ISP category while in Telecommunications – MNO, the first slot went to Yas Tanzania seconded by Vodacom Tanzania Plc and Airtel Tanzania Plc in that order.

For Healthcare Services, The Aga Khan Hospital claimed the first place ahead of Muhimbili National Hospital and Kairuki Hospital while in Pharmaceuticals Sector, Medical Stores Department (MSD) seized the first slot seconded by Phillips Pharmaceuticals (Tanzania) Limited and the third place went to Zenufa Laboratories Limited.

G4S Secure Solutions (Tanzania) Ltd, Sga Security Company and GardaWorld Security Tanzania impressed in Security Sector category while in Information Communication Technology and Software Services,Techno Brain (T) Limited sealed the first place above Smart Codes Limited and Riana Group.

For Courier Services, DHL Tanzania Limited, Boxleo Courier and Fulfilment Services Limited and Tanzania Posts Corporation scooped first, second and third places apiece whereas in Retail Fuel Stations, Lake Oil Limited, Puma Energy Tanzania Limited and TotalEnergies Marketing Tanzania Limited emerged winners in that order.

In Solar Energy Solutions, d.Light Tanzania Limited snatched the first place seconded by Engie Energy Access Tanzania while ZOLA Electric Tanzania were third winners.

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