Eswatini prepares national index to assess companies’ customer service
By the AFREEQUE newsroom, based on Times of Eswatini
Illustrative image · Yan Krukau · Pexels · Licence PexelsEswatini plans to create a national customer service index to measure the quality of companies’ services and identify areas needing improvement. Dr Oliver Museka presented the project at the 11th Customer Experience Awards on 6 November 2026 in Ezulwini, with the indicator based on research data collected for the awards.
Eswatini plans to create a National Customer Service Index to measure the quality of customer service and help companies identify areas for improvement. Dr Oliver Museka announced the project on 6 November 2026 during the Customer Experience Awards held at Happy Valley in Ezulwini.
The index will use data collected through research conducted for the Customer Experience Awards. The process includes public nominations, independent research and the selection of four finalists in each category, while participating organisations receive reports detailing their strengths and areas for improvement.
Museka said the Customer Experience Awards had evolved over 11 years into an initiative that also includes National Customer Service Week, an annual customer experience conference, as well as professional training and certification. Applied Research Solutions verified nominations, cleaned the data and prepared the reports, with support from students at the Institute of Development Management for data collection through mystery shopping visits.
According to Museka, services account for more than half of Eswatini’s national output. He linked improved customer experience to customer retention, repeat sales, recommendations, business growth, job protection, investor confidence and tourism.
