DAR ES SALAAM: IT has been revealed that Tanzania’s customer satisfaction score has improved 17.6 percentage points in five years from 50.2 percent in 2020 to 67.8 percent in 2025.
This has been disclosed through the Tanzania Customer Service Index (TCSI) which was unveiled during the Tanzania Annual Customer Experience Conference (TACEC) held in Dar es Salaam recently.
Organised by the Chartered Institute of Customer Management (CICM), the conference brought under one roof key stakeholders from different sectors across the country.
“Every percentage point in this report represents a real Tanzanian waiting at a clinic counter, queuing at a government office, borrowing from a microfinance institution, checking into a hotel or trusting a bank with their savings.
“We present this third edition of the TCSI not simply as a measurement exercise, but as a national accountability document,” reads part of the report verified by CICM Tanzania Board Chairperson Yolanda Uriyo and CICM Executive Director Dr Rinos Mautsa.
It continued: “Since 2022, CICM has tracked Tanzania’s service quality trajectory with one conviction that citizens deserve to know how well or how poorly the institutions that shape their daily lives are performing.
“This year, that conviction carries more weight than ever as Tanzania has improved 17.6 percentage points in five years…that is not a statistic — it is proof that change is possible when organisations take customer experience seriously.
However, the 2025 TCSI engaged 5,500 Tanzanians across 15 regions from the streets of Dar es Salaam to the Islands of Pemba in Zanzibar, from the foothills of Kilimanjaro to the trading centres of Mbeya.
Their voices produced a national CSI of 67.8 percent the highest this index has ever recorded and an unambiguous signal: Tanzania is improving, but unevenly, and in ways that demand honest reckoning.
“What this data tells us is not simply that some sectors are doing well and others are not but rather, it tells us that exceptional customer experience is achievable in Tanzania right now, with the existing resources and talent.
“The leaders in this report whether a bank, a courier company, a hotel group or a regulatory agency are proof that the standard is attainable…the question is not whether Tanzania can reach it should be whether its institutions will choose to,” it said.
Meanwhile, in terms of speakers who shared insights during the conference are Mr Murtaza Versi who presented a topic titled How Strategy, Leadership and Culture Transform Customer Experience.
Also, Mr Juma Msuya, Mr Fimbo Butalla and Moderator: Mr. Leonard Masai steered panel discussion 1 whose topic was “Breaking Down Silos: How Government, Public Institutions & Private Sector Can deliver Unified Customer Experiences.”
On the other hand, the landmark presentation of the Tanzania National Customer Satisfaction Index (NCSI) Report 2026 was well presented by Dr. Rinos Mautsa,
Professor Emmanuel Chao steered the Individual Speaker Session II which unfolded under the topic: “Digital Transformation as a Catalyst for Customer Experience Excellence.”
For Individual Speaker Session III, the topic under discussion was “Building a Culture of Service Excellence Leadership & People Strategies whose speaker was Dr Eric Sambu.
However, the panel discussion II held after lunch unfolded under the topic “From Data to Action: Using Customer Insights to Drive Measurable Service Improvement,” whose panelists were Mr. Taha Jiwaji and Mr. Samuel Ngala while Madam Scholastica Methusela served as moderator.
Meanwhile, CICM has formalised Memoranda of Understanding with the Tanzania Marketing Science Association (TMSA) and the Tanzania National Chamber of Commerce (TNCC) such that from 2026, the TCSI will be co-designed, co-researched, and co-published by these three institutions, deepening academic rigour,
expanding private sector voice, and anchoring this index as a permanently Tanzanian institution.