Postal Telecommunications Regulatory Authority (POTRAZ) has launched a Consumer Satisfactory Survey Report that will help the authority in advancing customer welfare through gaining a better understanding of consumer expectations, needs and concerns.
Addressing stakeholders today in the capital, Potraz Director General Dr Gift Machengete revealed the impact of the survey in the telecommunications sector.
” Through consumer satisfaction surveys, we get to understand what consumers feel about the services that fall under our regulatory purview and whether our interventions are effective and how best we can improve on them.Surveys afford us with critical, representative and diverse feedback, ” he said.
The launch of the report comes at a time where consumers have complained about the rampant increase in tariffs that has been caused by the devaluation of the local RTGS currency.
The current situation places Potraz in a delicate position where they need to ensure a balancing act between consumers and Operators particularly in the tariffs issue where former has complained on the tariff increase whilst the latter has raised concerns on data landing costs affecting data pricing.
“We need to ensure that you continue to provide services on a sustainable basis,.. your sustainability depends on customers willingness and ability to buy your services,” Dr Machengete said.