Postal and Telecommunications Regulatory Authority has urged telecommunication companies to take customer concerns seriously as their sustainability depends on consumers
Addressing delegates at the launch of the 2018 Consumer Satisfaction Survey Report based on the survey that was done by Topline Research Solutions (TRS), POTRAZ Director General Gift Machengete said their sustainability depended on the consumers’ willingness and ability to buy their services.
“your sustainability also depends on the consumers’ willingness and ability to buy your services, if consumers shun your services or do not afford the services, there is no business for you.
“It is a delicate balancing act, which requires you to be aware of consumer expectations and service preferences and this requires continuous trekking. This survey report that we are launching today, provides an opportunity for you to know what consumers expect and how they perceive your services.
“Consumers are telling their stories, pain points and actually enlightening you on how to make your business better.
“As such, I would like to exhort all operators to take the findings seriously, be they favourable to you or not, remembering that your most unhappy consumers are your greatest source of learning and self-improvement,” he said.
He said there was need for inclusive engagement and collaboration.
“Ours is a common cause and together we can deliver the change and improvement that is needed for better service delivery, affordability and safety in the use of postal and telecommunication services.
“Inclusive engagement and collaboration is the way to go and indeed, we value you.
“To all other stakeholders here present, I am obliged to say that this survey was done for the benefit of all of us, first because we are all consumers of telecommunication services in that none among us here is without their mobile phone in their pockets or bags.
“This demands a collaborative approach to counter and safeguard consumer rights to make things function smoothly. So at the end of it all, We are all in this together,” Machengete said.
He said POTRAZ’s regulatory work revolves around maximising consumer welfare.
“Consumers play a very critical role in any economic ecosystem. Consumers are the basic entity upon which service providers and regulators like us have reason for existence.
“Operators would not exist without consumers and also, the regulator would have no reason for existence if these two indispensable stakeholders were not there.
“This is the reason why all our regulatory work revolves around maximising consumer welfare and we take this role very seriously.
“This is why we are prepared to go for broke in order to ensure that the interests of consumers are advanced and safely guarded through various initiatives that include ensuring universal access to services at affordable prices and at the highest quality both in terms of service delivery and customer experience; empowering consumers through education and awareness campaigns as well as conducting consumer satisfaction surveys,” he said.