DAR ES SALAAM: THE development of science and know-how has been earmarked as an important intervention within the quest to speed up correct service supply so as to go together with the present calls for of the world.
This was unearthed in the course of the third version of Tanzania Service Excellence Awards (TSEA) which climaxed in Dar es Salaam on Friday, attracting a number of corporates from throughout the nation.
In his keynote tackle, Research, Planning, Policy, Project and Resources Mobilisation Manager at Tanzania National Chamber of Commerce (TNCC) Mr Leonard Masai emphasised on the significance of utilizing know-how to reinforce customer expertise.
“Technology performs an important function right here. By embracing improvements, we are able to streamline providers, improve customer interactions and finally elevate the service expertise.
“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 stated.
He continued: “The evolution of the service financial system throughout Africa is quickly altering the panorama of enterprise and now we have the possibility to study 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 additional revealed that he was happy to announce that the National Customer Satisfaction Index (TCSI) for 2025 was a formidable 65 per cent, far surpassing the continental common 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 stated.
In specific, he stated the top-performing sectors in 2025 included cellular telecommunications and hospitality, showcasing the immense potential they’ll unleash after they prioritise customer satisfaction and repair excellence.
“However, we should additionally take a second to acknowledge the challenges we face as a nation…the digital divide and inconsistent service high quality stay vital obstacles hindering our progress throughout completely 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 stated.
On her half, CICM Chairperson, Ms Yolanda Urio burdened that the gathering on the attractive night was not simply to have a good time however to recognise the outstanding achievements in customer service that outline our nation.
“As the Chairperson of the CICM, I’m proud to reaffirm our mandate: to advertise service excellence and drive innovation throughout all sectors. Tonight, we proudly unveil the National Customer Satisfaction Index report for the third time.
“This report gives essential insights into our progress and I’m thrilled to share that now we have achieved a major enchancment in customer satisfaction, with a outstanding rating of 65 per cent, far exceeding the continental common.
“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 stated.
She continued: “Additionally, I’m delighted to share that the winners of this night’s awards will signify Tanzania on the 2026 Africa Service Excellence Awards in South Africa this August.
“This is an incredible alternative for our champions to showcase the easiest of Tanzania on a continental stage…allow us to use this second to have a good time the best amongst us and encourage each other to maintain 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 stated.
Meanwhile, right here is the total record of winners in every class of the Tanzania Service Excellence Awards with every class producing three finest performers.
In Agriculture and Agribusiness, Yara Tanzania Limited scooped the primary place whereas Seed Co Tanzania Limited and Export Trading Company Limited sealed second and third locations apiece.
For Financial Services – Banking, Stanbic Bank Tanzania Limited clinched the highest spot seconded by NMB Bank Plc and CRDB Bank Plc respectively.
Yas Tanzania, Vodacom Tanzania and SimbaNET Limited excelled in Telecommunications – ISP class whereas in Telecommunications – MNO, the primary 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 primary place forward of Muhimbili National Hospital and Kairuki Hospital whereas in Pharmaceuticals Sector, Medical Stores Department (MSD) seized the primary 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 class whereas in Information Communication Technology and Software Services,Techno Brain (T) Limited sealed the primary 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 locations 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 primary place seconded by Engie Energy Access Tanzania whereas ZOLA Electric Tanzania had been third winners.