Eswatini to launch National Customer Service Index
The index will measure service delivery standards and identify business improvement areas.
Eswatini will introduce a National Customer Service Index to measure service delivery standards and help businesses identify areas needing improvement. Dr Oliver Museka announced the plan on November 6, 2026, at the 11th Customer Experience Awards in Ezulwini. The index will use data from the awards research process to strengthen customer experience nationwide.
The Customer Experience Awards have expanded over 11 years to include National Customer Service Week, a conference, and professional training. Applied Research Solutions verified nominations and prepared detailed reports. Students from the Institute of Development Management collected mystery-shopping data across Eswatini.
Dr. Museka stated that good customer experiences help businesses retain customers, secure repeat business, and attract referrals. He linked improved service delivery to business growth, job protection, investor confidence, and tourism. Regional practitioners from Zambia and South Africa also attended the event.
Why it mattersBusinesses in Eswatini will be assessed on their customer service delivery, impacting their customer retention and growth.