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POTRAZ 2018 Consumer Satisfaction Survey Stakeholder Presentation (04 June 2019)

POTRAZ 2018 Consumer Satisfaction Survey Stakeholder Presentation (04 June 2019). 1 .0: Research Background & Objectives.

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POTRAZ 2018 Consumer Satisfaction Survey Stakeholder Presentation (04 June 2019)

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  1. POTRAZ 2018 Consumer Satisfaction SurveyStakeholder Presentation(04 June 2019)

  2. 1.0: Research Background & Objectives POTRAZ commissioned Topline Research Solutions (TRS) to conduct a formal Consumer Satisfaction Survey (CSS) to measure consumer satisfaction levels with overall service delivery from their respective postal, telecommunication and courier service providers. Below were the key study objectives: • Measure usage of postal, telecoms and courier services; • Assess performance of operators on key service parameters; • Measure overall consumer satisfaction rating with operators (Consumer Satisfaction Index-CSI); • Measure consumer awareness of POTRAZ as an organization; • Establish consumers’ understanding of POTRAZ’s role and • Evaluate performance of POTRAZ on consumer expectations (e.g. integrity and fairness);

  3. 2.0: Research Design Fieldwork Period: (August-September). (i) Literature Review • Reviewed POTRAZ past reports such as the 2015 Consumer Satisfaction Survey Report to track progress; • Reports from regional and international regulators were also reviewed for benchmarking purposes. (ii) Qualitative Research • 10 Focus Group Discussions (FGDs) with household consumers in Harare, Bulawayo, Gweru, Mutare and Masvingo. • 18 In-depth interviews (IDIs) with stakeholders in the sector – Operators & Consumer protection bodies. (iii) Quantitative Research • A total sample of 4200 was conducted with 3 800 households; 370 corporates & 30 POTRAZ employees. • Online data collection technique called CAPI (Computer Aided Personal Interview) was used.

  4. 2.2: Sampling Procedures (i) Household Consumers (3 800): The sample covered all the country’s 92 census districts where each district was allocated at least 30 interviews. National – Province – District – Enumeration Area – Household - Participant • The EAs provided by ZIMSTAT were primary sampling units (PSUs). • In the first stage EAs were selected using Probability Proportional to Size (PPS) sampling method. • Second stage sampling involved systematic random sampling of properties. • Random method KISH GRID was then used in the third stage to select 10 households and participants in each selected EA. (ii) Corporate Consumers (370): • Sampled from public and private organizations from across all sectors. • Estimate population of businesses from ZSE listed companies and FinScope SMEs Survey were used as sampling frames. • Proportional representation of large corporates and small to medium enterprises (SMEs).

  5. 3.0 Consumer Profile HOUSEHOLD CONSUMERS: • The market was largely youthful with majority of the consumers (55%) falling under 35 years. • Income levels were quite suppressed with majority of individuals (72%) and households (57%) earning below $100. • Biggest occupation was self-employment (25%) – individuals working for themselves. • High literacy levels in Zimbabwe with O’ Level being the highest level of education for the majority (46%). CORPORATE CONSUMERS: • Top five sectors were retail (57%), manufacturing (13%), ICT Services (5%), Banking & Finance (5%) and Agriculture (4%). • Majority of SMEs (60%) had up to 5 employees while 29% of large corporates had more than 200 employees.

  6. . 4.0: Courier Services

  7. 4.1.0 Usage of courier services Q: Have you ever sent or received any mail or parcels over the past 12 months through courier service providers? • Courier services usage on the market has declined significantly as 2% of household consumers were using the services compared to 2.4% recorded in the 2015 survey. • Courier services usage remains very high among corporate consumers to the level of 38% compared to 57.7%% reported in 2015

  8. 4.2.0 Courier services companies used Q: Which one is your preferred courier service provider? (Regularly Used) • Swift (43%) was the most preferred company among corporate consumers followed by FedEx (23%) and DHL (20%). • For household consumers DHL (34%) was the most preferred company followed by Swift (26%) and Courier Connect (11%).

  9. 4.3.0 Alternative means for courier services - Corporate Q: What other alternative means you use for sending and receiving mail/parcels apart from registered courier companies? • Corporate consumers had strong loyalty to preferred registered courier companies. • Each of the companies had above 60% consumers who do not resort to other alternative means of sending and receiving mail/packages.

  10. 4.4.0: Performance on Service Expectations Q: To what extent are you satisfied with your preferred service provider on a 7-Point Scaleranging from – Extremely Dissatisfied [1], Dissatisfied [2], Dissatisfied to some extent [3], Not sure [4], Satisfied to some extent [5], Satisfied [6], to Very Satisfied [7]

  11. . 5.0: Fixed Telephone Services: (TelOne)

  12. 5.1.0 Usage of TelOne fixed telephone services Q: Do you use TelOne fixed telephone service as a household/business? • Usage of fixed telephone services declined as only 2% of household consumers claimed to be using fixed telephone services compared to 3.1% recorded in the 2015 survey. • However, usage remained high among corporate consumers to the level of 53% but that was a decline from 74% reported in 2015.

  13. 5.2.0 Rating TelOne’s voice quality Q: How do you rate the voice quality of TelOne’s telephone service on a 7-Point Scale where 1=Very Poor and 7=Very Good? • Overall, voice quality for TelOne was rated positively at both corporate and household level although it was highest for corporates. • However, voice quality was rated highly in Mash West by household consumers 5.63 and in Mat South by corporates 6.13. • Lowest ratings on voice quality were recorded in Mat South (4.14) and Mash Central (4.71) for household and corporate consumers respectively

  14. 5.3.0 Rating TelOne’s call dropout frequency Q: How do you rate the frequency of call dropping during conversations (partial or complete dropout of calls) with TelOne, on a 7-Point Scaleranging from – Always [1] to Never [7] • Overall, TelOne was rated positively on call dropouts, as majority of consumers claimed that they rarely experience call dropouts. • Mash Central experiences high frequency of call dropping during conversations for both household and corporate consumers

  15. 5.4.0: Performance on Service Expectations Q: To what extent are you satisfied with your service provider on a 7-Point Scale ranging from – Extremely Dissatisfied [1], Dissatisfied [2], Dissatisfied to some extent [3], Not sure [4], Satisfied to some extent [5], Satisfied [6], to Very Satisfied [7] ]

  16. . 6.0: Mobile Telephone Services: (MNOs)

  17. 6.1.0 Usage of mobile telephone services Q: Do you use mobile telephone services? • Usage of mobile telephone services declined to 93% among household consumers from 99% recorded in the 2015 survey. • However, usage of mobile telephone services declined significantly among corporate consumers to the level of 53% compared to 74% reported in 2015.

  18. 6.2.0 Usage of Mobile Network Operators (MNOs) Q: Which mobile telecommunication service provider are you currently using? Q: Which mobile telecommunication service provider do you use most often?

  19. 6.3.0 Rating of toll-free services Q: Have you ever used toll-free services offered by your main service provider? Q: To what extent are you satisfied with toll-free services from main service provideron a 7-point scale ranging from Extremely Dissatisfied [1] to Very satisfied [7] • Significant proportions of household and corporate consumers have used toll free services from their service providers. • NetOne and Telecel had more positive ratings of above 5 for both household and corporate consumers. However, Econet received fairly low ratings of 4.05 and 4.30 among household and corporate consumers respectively. Corporate Consumers Household Consumers

  20. 6.4.0 Rating on satisfaction with network parameters To what extent are you satisfied with your main service provider on each of the following attributes on a scale ranging from – Extremely Dissatisfied [1], Dissatisfied [2], Dissatisfied to some extent [3], Not sure [4], Satisfied to some extent [5], Satisfied [6], to Very Satisfied [7] Overall, consumers were satisfied with the call success rate, SMS delivery and quality of services that utilize USSD offered by their service providers. Household Consumers Corporate Consumers

  21. 6.5.0: Performance on Service expectations Q: To what extent are you satisfied with your main service provider on a 7-Point Scaleranging from – Extremely Dissatisfied [1], Dissatisfied [2], Dissatisfied to some extent [3], Not sure [4], Satisfied to some extent [5], Satisfied [6], to Very Satisfied [7]

  22. . 7.0: Postal Services

  23. 7.1.0 Usage of postal services Q: Have you ever sent or received any mail or parcels over the past 12 months through ZIMPOST? • Postal services usage on the market has declined significantly as 2% of household consumers were using the services compared to 4.3% recorded in the 2015 survey. • Postal services usage significantly declined among corporate consumers to the level of 9% compared to 21.9% reported in 2015.

  24. 7.2.0: Performance on Service Expectations Q: To what extent are you satisfied with your service provider on a 7-Point Scaleranging from – Extremely Dissatisfied [1], Dissatisfied [2], Dissatisfied to some extent [3], Not sure [4], Satisfied to some extent [5], Satisfied [6], to Very Satisfied [7] .

  25. . 8.0: Internet & Data Services: (ISPs/IAPs)

  26. 8.1.0 Internet and data usage Q: Do you use internet services? • Usage of internet and data services on the market grew significantly as 34% of household consumers were using internet and data services in 2018 compared to 29% recorded in the 2015 survey. • Internet and data services usage remains very high among corporate consumers to the level of 86% compared to 83% reported in 2015.

  27. 8.2.0 Main internet/data service provider Q: Which is your main internet service provider? MNOs were largely used by household consumers, Econet (72%) and NetOne (15%). Corporate consumers were skewed to ISPs and IAPs TelOne (35%), Liquid Telecom (15%) and ZOL (9%).

  28. 8.4.0: Performance on Service Expectations Q: To what extent are you satisfied with your main service provider on a 7-Point Scaleranging from – Extremely Dissatisfied [1], Dissatisfied [2], Dissatisfied to some extent [3], Not sure [4], Satisfied to some extent [5], Satisfied [6], to Very Satisfied [7]

  29. 8.5.0: Performance on Service Expectations Q: To what extent are you satisfied with your main service provider on a 7-Point Scaleranging from – Extremely Dissatisfied [1], Dissatisfied [2], Dissatisfied to some extent [3], Not sure [4], Satisfied to some extent [5], Satisfied [6], to Very Satisfied [7]

  30. . 9.0: Postal & Telecommunications Regulatory Authority of Zimbabwe (Awareness & Perceptions)

  31. 9.1.0: POTRAZ Awareness Q: Do you know about POTRAZ? • Awareness of POTRAZ among household consumers was at 23%compared to 9.2% recorded in 2015. • For corporates awareness levels remained stagnant at 64% with Mash Central having the highest.

  32. 9.2.0: Source of awareness for POTRAZ Q: How did you get to know about POTRAZ? • Key sources of awareness among household consumers were radio (50%), TV (28%) and Word of Mouth (27%). • However, a significant proportion (10%) of household consumers got to know of POTRAZ through roadshows. • Newspaper (57%) was the key driver of awareness for POTRAZ among corporate consumers followed by TV (42%) and Radio (38%).

  33. 9.3.0 Awareness of POTRAZ’s Roles Among: - 23%Household Consumers & 64%Corporate Consumers who knew POTRAZ. Q: Are you aware of the roles of POTRAZ? • Of those who knew POTRAZ, 33% of household consumers and 49% of corporate consumers were aware of its roles. • Awareness for POTRAZ’s roles among household and corporate consumers was highest in Bulawayo with 53% and 68% respectively. • For household consumers awareness was lowest in Midlands (21%) while for corporates it was lowest in Mash East (28%).

  34. 9.4.0 POTRAZ roles known • Licensing and regulation was the most popular role known by both household (63%) and corporate consumers (72%).

  35. 9.5.0: Performance of POTRAZ on its mandate Q: Rate POTRAZ on each of the following attributes on a scale ranging from: Extremely Dissatisfied [1], Dissatisfied [2], Dissatisfied to some extent [3], Not sure [4], Satisfied to some extent [5], Satisfied [6], to Very Satisfied [7]

  36. 10.1.0: Service Performance Ratings: – (POTRAZ EMPLOYEES) VOICE (Mobile & Fixed) DATA & INTERNET Q: Overall, if you were to give a performance rating to these telecoms operators on customer service, how would you rate each of them, using a scale of 10 where 1 = Very poor & 10 = Very Good.

  37. 10.2.0: Service Performance Ratings – (POTRAZ EMPLOYEES) (Postal & Courier Services) Q: Overall, if you were to give performance marks to postal & courier services operators on customer service, how many would you give each of them using a scale of 10 where 1=Very Poor and 10=Very Good.

  38. . 11.0: Overall Satisfaction Indices (CSIs) & Benchmarking

  39. 11.1.0: Customer Satisfaction Indices (CSIs)

  40. 11.2.0: Benchmarking with Regional & International Markets • Telecommunications Overall CSI = (75.1%) • Courier Services Overall CSI = (73.2%) Kenya Regulator (2014 Survey) • Mobile Networks Overall CSI = (77.2%) SA Regulator (2017 Survey) • Mobile Networks Overall CSI = (91%) • Broadband Services Overall CSI = (80%) UK Regulator (2018 Survey)

  41. 12.0: ACTION POINTS FROM CONSUMER EXPECTATIONS • Recommendations point towards a concerted effort among all stakeholders to improve service delivery in the sector (Regulator, Consumer Protection Bodies, Operators & Consumers). Fixed Telephone Services: • There is need to find efficient ways of fixing vandalized infrastructure or use modern technologies that are free from vandalism. • Digitalize service touch points to bring convenience and accessibility for consumers. • Consistently monitor critical elements such as call success rate, call dropout frequency, network availability and quality. Mobile Network Services: • All MNOs should always monitor critical network parameters, such as network quality, network availability and voice quality. • MNOs should invest in technological innovation to bring more convenience through self-help mechanisms. • Have more service centers for increased accessibility to service especially for the rural market. Internet & Data Services: • There is need for education around usage of internet especially among household consumers. • Consistently monitor and address issues of internet speed and incidences of data packet loss. • Service automation and self-help mechanisms are key to improve service delivery. • Serve household consumers with the same mindset applied on corporate consumers. • .

  42. 12.1: ACTION POINTS FROM CONSUMER EXPECTATIONS– Cont’d Courier Services: • Decline in usage of courier services indicates the need for innovation by courier companies to increase efficiency and offer cost effective solutions. • More service centres and delivery points required for increased accessibility, otherwise consumers use what is convenient to them. • There is need to further understand why they resort to such informal courier alternatives and close the gap. • Courier companies need to adopt modern tracking services which is demanded by consumers. Postal Services: • More effort is required around marketing to ensure that ZIMPOST’s products & services remain relevant in the consumer’s mind. • There is need to track consumer feedback on service experiences to monitor and address issues to do with mail delivery time and perceptions around incidences of lost or undelivered mail. • Innovation is key to turn around service experience and part of the innovation should focus on online tracking services. POTRAZ: • Continue using traditional communication channels such as Radio, Television &Newspaper to drive awareness of POTRAZ. • Social media should be engaged to increase awareness for the organization. • Although at a much lower percentage compared to other media, road shows have also proven effective in driving awareness. • Educational messages should be simplified for the ordinary consumers to fully understand the role of POTRAZ. • More publicity is required on work done especially key milestones achieved in consumer protection. • Continue doing research to guide the organization’s initiatives. • .

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