TELONE, Zimbabwe's sole fixed telecommunication service provider, has received a thumbs up from consumers for its improved performance on the market, a new survey has revealed. According to a Consumer Satisfaction Survey (CSS) published yesterday, TelOne was rated positively on its voice quality at both corporate and household levels.
"Overall, TelOne was rated positively on call dropouts, as majority of consumers claimed that they rarely experience call dropouts," read part of the report commissioned by the Postal and Telecommunications Regulatory Authority of Zimbabwe (Potraz) to measure consumer satisfaction levels with overall service in the sector.
Although usage of fixed telephone services declined as only two percent of household consumers claimed to be using fixed telephone services compared to 3,1 percent recorded in the 2015 survey, usage remained high among corporate consumers to the level of 53 percent but that was a decline from 74 percent reported in 2015.
"To improve consumer satisfaction TelOne should digitise service touch points to bring convenience and accessibility for consumers. The organisation should consistently monitor critical elements such as call success rate, call dropout frequency, network availability and quality across all their business regions.
"There is also need to fix vandalised infrastructure or use modern technologies that are free from vandalism," the report said. The study, which was conducted by Topline Research Solutions (TRS), also revealed that usage of mobile telephone services declined to 93 percent among household consumers from 99 percent recorded in the 2015 survey.
"However, usage of mobile telephone services declined significantly among corporate consumers to the level of 53 percent compared to 74 percent reported in 2015."
TRS noted that postal services usage on the market has declined significantly as two percent of household consumers were using the services compared to 4,3 percent recorded in the 2015 survey. In the period under review, postal services usage significantly declined among corporate consumers to the level of nine percent compared to 21,9 percent reported in four years ago.
"Usage of Internet and data services on the market grew significantly as 34 percent of household consumers were using Internet and data services in 2018 compared to 29 percent recorded in the 2015 survey.