Mananga – After obtaining a flawless 100% Net Promoter Score (NPS) in December 2024, Mananga Border Post has surpassed other border stations to become the top port of entry in Eswatini.
In terms of customer satisfaction and service delivery, the outcome ranks Mananga among the top-performing borders in the nation, establishing a standard for customs operations across the country.
Commissioner General Brightwell Nkambule of the Eswatini Revenue Service (ERS) made the announcement at Monday’s 2026 International Customs Day celebrations at the border.
“We are pleased to be hosted by one of our top-performing borders. Mananga consistently receives strong client feedback, and a 100 percent Net Promoter Score is not an accident. It reflects discipline, professionalism, and pride in public service,” Nkambule said.
NPS is an internationally recognized customer satisfaction measure that assesses how likely clients are to recommend a service. Scores range from minus 100 to 100, with a perfect score indicating that all respondents are satisfied and confident in the service.
Nkambule said the strong showing at Mananga demonstrates that ERS reforms are translating into improved frontline performance.
International Customs Day, observed annually on January 26, provided an opportunity to acknowledge Customs officers who play a critical role in facilitating legitimate trade while protecting society from illegal and harmful goods.
He said customer satisfaction is a key indicator of whether Customs is successfully balancing trade facilitation with regulatory enforcement.
“Customs must do two things at the same time: facilitate legitimate trade efficiently and protect society by stopping non-compliant goods,” Nkambule said.
The CG noted that ERS has introduced smarter systems and digital solutions aimed at reducing delays and strengthening controls. Several regulatory agencies are now able to process import permits directly through the Customs clearance system, improving transparency and compliance.
Mananga Border’s top ranking, he added, is also a product of effective Coordinated Border Management, where Customs works closely with other agencies to streamline procedures and eliminate duplication.
Nkambule said ERS will continue to invest in digitalisation, including the planned introduction of non-intrusive inspection scanners that will allow larger volumes of goods to be processed efficiently while enhancing the detection of illicit consignments.
He also highlighted the expansion of the Authorised Economic Operator (AEO) programme, which currently has 20 accredited operators. The programme promotes voluntary compliance and secure supply chains, enabling trusted traders to move goods more smoothly across borders.
“Vigilance and commitment must be evident in our daily decisions and in our service to the public,” Nkambule said.
He added that Mananga Border’s performance sets a national standard and demonstrates what is possible when professionalism, technology, and cooperation are combined.
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