Kudzanai Gerede, Companies and Market Editor 
THE third edition of the State of the Service Economy Survey (SOSES) will take place this evening at the Hyatt Regency Hotel in Harare.
The event is organised by The Financial Gazette – the country’s number one business publication and prime voice for industry and commerce – with sponsorship from ZB Financial Holdings and Tatu Advertising, as project partners.
The survey provides a credible benchmark for customer experience in Zimbabwe, elevating service delivery across both public and private institutions.
Essentially, the survey provides comprehensive data on the quality of services across major sectors, including utilities, health, education, telecommunications, banking, retail, tourism, transport, insurance, energy, real estate, and agriculture.
In attendance would be leaders from various service sectors of the economy, government department representatives, analysts, and academia, among others.
ZBFH chief customer experience officer, Brilliant Shumba, said: “By grounding its insights in data, SOSES strengthens national competitiveness, informs government policy on customer protection and digital transformation, and lays the foundation for a more trusted, inclusive and citizen-centred economy.
“Ultimately, SOSES contributes to nation-building by reinforcing a culture where service excellence becomes a shared national value.”
This year’s theme, “Service Beyond Boundaries,” is a clarion call for Zimbabwean service providers to innovate, adapt, and expand their reach and impact.
It encapsulates the spirit of transcending traditional limitations, whether geographical, technological, or conceptual, to deliver unparalleled value to consumers both within and beyond the nation’s borders.
Last year, Zimbabwe’s services sector recorded a marked improvement in customer satisfaction.
According to the SOSES 2024, the National SOSES Services Index (NSSI) rose to 72 percent, up from 69 percent the previous year. This index represents an average of sector-specific service indices.
The survey identified real estate, agriculture, tourism, insurance, and banking as the top-performing sectors that met or exceeded customer expectations.
Many customers expressed satisfaction with the innovation and technological adoption among service providers.
This trend reflects a growing recognition of the need for enhanced services in a competitive marketplace.
