Wednesday, 27 March 2013

Immigration and emigration dept is best service provider – survey

Some of the winners pose for a photo with their awards. The New Times / Timothy Kisambira
The directorate of immigration and emigration is the best service provider in Rwanda, a survey conducted across the public and private sectors has indicated.

The ServiceMag second annual customer satisfaction survey considered 13 distinct areas of service delivery. 

The survey targeted service companies and government agencies in the banking, insurance and air and road transport sectors. Others were star-rated hotels, internet service providers, telephone services (mobile and fixed), supermarkets, government agencies, districts, pay televison, restaurants and hospitals.

The other winners were Camellia Tea House for the restaurant category, Nakumatt took the supermarkets accolade, Kigali Central University Hospital (CHUK) was the health providers’ winner and the immigration and emigration department scooped the government departments’ honour. 

Others were Nyarugenge beat other districts in district category, best internet service providers’ prize went to Broadband Systems Corporation, with Airtel selected as the best telecom, CANAL+ top pay TV, Nyungwe Forest Lodge best hotel, while Volcano Express and Qatar Airways won the road and air transport categories, respectively. The Military Medical Insurance was chosen best insurance service provider and Equity Bank took the banking category honours.

Sandra Idossou, the ServiceMag boss, said the survey was conducted in January and February to assess customer satisfaction level in the services sector and to determine the best and the worst companies and organisations in the country in terms of perception on customer satisfaction or provision.

“Using a random sample link, an online survey was sent to hundreds of service users, phone interviews on all the three telecom networks were conducted and a focus group discussion was also used to complete the survey,” Idossou explained.

On the general customer satisfaction, over half of the respondents surveyed, or 53.5 per cent, indicated that they were dissatisfied. About 46.5 per cent of respondents said they were either very satisfied or satisfied with customer service in Rwanda.

Lack of training for customer service agents, attitude and culture, negative character and poor communication skills, low attention to details and wrong business mindset were some of the reasons raised for customer dissatisfaction. Other reasons included language barrier, where customers use a language other than French and Kinyarwanda, little or no information on products, insufficient customer care skills and non-existent customer care departments.

The survey comes on the heels of the recently-concluded national customer care drive, Na Yombi, by the Rwanda Development Board. 

“It is widely accepted that customer service needs to be improved if the country is to maximise the opportunities that the service sector offers in national growth and development as evidenced by references in key policy documents like Vision 2020,” Idossou noted.


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