- Transformed from being authority to service-oriented organisation
- NPS game changer in measuring customer service excellence
Mbabane – “As we celebrate Customer Service Week, I am proud to reaffirm Eswatini Revenue Service’s unwavering commitment to delivering exceptional customer service. This commitment is demonstrated by our strategic use of the Net Promoter Score (NPS), a crucial tool for measuring and enhancing customer experience.”
These were the words of ERS Acting Director Communications and Marketing Ntobeko Dlamini, as they celebrate Customer Service Week.
“Since transitioning from an authority to a service-oriented organisation, we at ERS have significantly transformed our approach to service delivery, with a strong focus on improving customer satisfaction at every interaction. Our journey towards service excellence began in 2012, with the development of Customer Service Standards that guide our interactions and enhance operational efficiency. Providing
quality service has always been key to encouraging voluntary compliance. However, it wasn’t until we adopted the globally recognised NPS tool in 2019 that we found a consistent and effective way to track our performance and drive continuous improvement,” he said.
The director added that NPS, which measures their clients’ likelihood to recommend ERS based on their service experiences, had quickly become a crucial tool in shaping how they delivered services. The turning point, he said, came in 2022 when they began seeing a clear correlation between improving NPS scores and increased voluntary compliance from taxpayers.
“By the end of 2022, we had exceeded our NPS target, achieving an impressive score of 47, well above our initial goal of 30. In 2023, we raised the target to 50 and ended the year with a remarkable score of 62.55. That same year, we also surpassed our revenue target, collecting E13.024 billion surpassing the year-end goal of E13.009 billion. For the current financial year, with an NPS target set at 55, we have already exceeded expectations, achieving an outstanding score of 76.24 by mid-year. This success is directly linked to our continued outperformance in revenue collection, with year-to date collections consistently above target.”
He said at ERS, service delivery was not just a target but was a cultural imperative that they champion from the top. He said service excellence is non-negotiable but was not just another KPI; it is central to their strategy of enhancing voluntary compliance and closing the tax gap. By aligning every department with these goals, ERS has cultivated a culture where all staff take ownership of customer service. Each station is assigned NPS targets, which they review and follow up on service delivery at the management level every two weeks to ensure continuous improvement.
“Looking ahead, we are excited to further elevate our service excellence with new initiatives. One of the key developments is the launch of the ERS App, which will allow our clients to provide real-time feedback on their service experiences. This initiative will enhance our ability to meet and exceed customer expectations, continuing our journey as a leader in service delivery. As we continue to refine our service delivery using NPS, we remain committed to celebrating and enhancing customer satisfaction. With NPS as a guiding tool and the full support of our leadership team, ERS is well positioned to continue raising the bar for service delivery in the years to come.”
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