Tanzania sees a remarkable rise in customer care services score
Tanzania's customer satisfaction score has risen to 67.8 percent in 2025, marking a 17.6 percentage point improvement over five years. The data, released by the Tanzania Customer Service Index, highlights progress across various sectors including banking and government services.
Why it matters
The index serves as a national benchmark for service quality, reflecting improvements in institutional accountability and public-facing service delivery.
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.
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