What to expect from TACEC 2026

DAR ES SALAAM: TANZANIA is set to make another huge step towards the success of customer experience and satisfaction levels, a defining moment for the country’s service economy.

This is going to be realised during the upcoming 2nd Tanzania Annual Customer Experience Conference (TACEC) set to take place on July 3rd this year in Dar es Salaam.

Several impactful activities have been queued to light up the conference including the unveiling of the 4th Tanzania National Customer Satisfaction Index (NCSI) report which is anxiously been waited by key stakeholders.

NCSI is the most rigorous and comprehensive measurement of customer satisfaction levels across Tanzania’s economy.

It provides an evidencebased, nationally representative assessment of how Tanzanian customers experience services across major sectors including banking and financial services, telecommunications, retail, government and public services, healthcare, utilities and hospitality.

The NCSI employs a scientifically validated methodology aligned with global best-practice customer satisfaction measurement frameworks, ensuring that Tanzania’s results are both locally relevant and internationally comparable.

The Index measures key dimensions including customer expectations and perceived quality, perceived value for money, overall customer satisfaction scores by sector, customer loyalty and retention indicators, customer complaint handling and resolution effectiveness as well as Net Promoter Score (NPS) benchmarks by industry.

At TACEC 2026, the NCSI Report will be formally presented in a dedicated 45-minute plenary session marking the first time the report will be publicly unveiled making TACEC 2026 a historic event in Tanzania’s customer experience journey.

Commissioned and administered by the Chartered Institute of Customer Management (CICM), the conference represents a defining moment for Tanzanian’s service economy, a day dedicated entirely to advancing the quality of customer interaction across all sectors.

Speaking in Dar es Salaam recently, CICM Board Chairperson Ms Yolanda Uriyo said preparations for the historic event themed: From Vision to Value – Transforming Customer Experience for a Prosperous Tanzania are at advanced stage.

“It is a promise to Tanzanians, businesses and institutions that the era of ordinary service is behind us and the the era of exceptional customer experience is within our reach.

“We stand at a defining moment in our economic journey where GDP growth continues to rise, digital adoption is accelerating and the country’s young, dynamic population is connected, informed and demanding.

“Citizens no longer simply accept what they are given… they expect services that are responsive, dignified and built around their needs… consumers compare their experiences across borders and industries.”

According to her, across Africa and globally, organisations that have placed customer experience at the heart of their strategies are performing well, attracting more investment.

“Fortunately, we have all the required ingredients to lead this transformation on the continent…what we need now is alignment, commitment and collective action,” she remarked.

Furthermore, she disclosed that the landmark unveiling of NCIS report which is a rigorous, data-driven assessment of customer satisfaction across Tanzania’s economy will set the agenda for service improvement for years to come.

Meanwhile, for Tanzania, TCSI serves as a critical benchmark in understanding customer experiences and satisfaction levels across various sectors.

Administered by CICM, this report encapsulates insights derived from a comprehensive survey conducted from October 2024 to January 2025 focusing on 10 regions encompassing both urban and rural respondents.

With a sample size of 5,000 participants, TCSI is instrumental in providing actionable data for policymakers, businesses and stakeholders dedicated to enhancing customer experience (CX) in Tanzania and Africa.

However, in order to derive meaningful insights from the 2024-2025 TCSI report, CICM employed a multi-faceted research approach like surveys, focus groups, interviews, data analysis as well as fieldwork.

The TCSI for 2024 has seen a notable increase, rising to 65 per cent in 2023, reflecting a reversal of previous declining trends as it surpassed the continental average CSI of 52 per cent in 2024.

Key sectors analysed include mobile telecommunications, banking, healthcare, insurance and various service industries.

The top three performing sectors are mobile telecommunications with a CSI of 75 percent, hotels and lodges with a CSI of 72 per cent and banking sector with a CSI of 70 per cent.

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The least performing sectors were public service agencies with a CSI of 48 percent, regulatory authorities with CSI 50 per cent and local authorities with CSI of 51 percent.

However, the demographic breakdown of respondents reveals that over 50 percent were aged between 18 to 40 years old with males constituting 52 percent… notably, 55 per cent had completed tertiary education and 61 per cent were married with children.

Future research endeavours will aim to expand the geographic scope by incorporating additional regions from the current 10 to 15 regions to enhance the representativeness of the findings and provide a more comprehensive understanding of customer satisfaction trends in Tanzania.

The 10 regions which were covered are Kagera, Mwanza, Kugoma, Tabora, Mbeya, Arusha, Shinyanga, Dodoma, Dar es Salaam and Morogoro.