Mbabane– The Luke Commission (TLC) has been nominated in two categories at the 11th Eswatini Customer Service Excellence Awards, placing the healthcare organisation among the institutions whose customer service will be recognised at the national awards ceremony next month.
TLC is nominated in the Healthcare and Medical Services category alongside Ekuphileni Clinic, EPH and The Clinic Group. It has also been nominated in the Pharmacy category, competing against Apex Health and Wellness Pharmacy, Clicks Pharmacy, Philani and Swazi Med.
The nominations were announced by Eswatini Customer Experience Practitioners (ECxP) on October 14, 2026, following a public nomination survey conducted from September 1 to 28. Winners will be announced at the awards dinner scheduled for Friday, November 6, at Happy Valley Hotel.
The nominations were made by members of the public based on their customer service experiences during 2026. ECxP said the process was open to the public, with the survey link and QR code shared on social media and through public engagement by its Secretariat. Each device was allowed to submit only one nomination, after which organisations receiving strong public support in their respective categories were contacted to confirm their consent to participate.
TLC’s appearance in two categories places it among the organisations nominated across the healthcare and pharmaceutical services sectors. The awards are intended to recognise service providers that customers believe have gone the extra mile in delivering services.
Other nominees across the sectors
In the Banks category, the nominees are Eswatini Bank, FNB, Nedbank, Standard Bank and Swaziland Building Society.
The Betting Companies category features 8bet, eBet and MulaSport, while Cert Beverages, Emlembe, Eswatini Beverages, US Distilleries and Viva Beverages are nominated under Beverage Companies.
Under Credit Providers, the nominees are Letshego Financial Services, Select, SNAT SACCO and IDCE. The Utilities Company category features Eswatini Electricity Company (EEC), Eswatini Water Services Corporation and Government Revenue Services.
The nominees in the Petrol Stations category are Engen Mbabane, Puma Mhlalanei, Total Ezulwini and Galp Mbabane. Under Funeral Services, the nominees are B3, Dups, Mbabane Burial and SNAT Burial.
Five institutions are nominated in the Government Departments category: the Deputy Prime Minister’s Office, Eswatini National Youth Council, Ministry of Commerce, Industry and Trade, Ministry of Education and Training, and Ministry of Information and Communications Technology.
In Healthcare and Medical Services, TLC will compete against Ekuphileni Clinic, EPH and The Clinic Group. The Hotels category features Bushbaby, Happy Valley Hotel, Hilton Garden Inn, Mountain View Hotel and The George Hotel.
The Insurance Companies nominees are Eswatini Royal Insurance Corporation (ESRIC), Lidwala Insurance, Old Mutual and Oracle Insurance Group. Under Leisure, Entertainment and Resort, the nominees are Mdzimba View, Olive Country Lodge, Sibebe Resort and Summerfield Resort.
The Local Authorities category features Ezulwini Municipality, Manzini Municipality, Municipal Council of Mbabane, Nhlangano Town Council and Siteki Town Council.
In Manufacturing and Production, the nominees are FurnItalian, Luna Care, Nkonyeni Pre-cast, Lactilis, Royal Tirta Ayu Factory and Vukani Bo Make.
The Money Transfer/Fintech category features Eswatini Mobile (E-Mali), FNB, Instacash and MTN MoMo.
In the Pharmacy category, TLC is nominated alongside Apex Health and Wellness Pharmacy, Clicks Pharmacy, Philani and Swazi Med.
The Real Estate nominees are ISM, Seef, RE-MAX and VJR, while the Restaurant category features Espinho Restaurant, Gil Vicente, JK’s Steakhouse, Sage Coffee Shop and Simunye Country Club.
Under Retail, the nominees are @Home, Pick n Pay, Super Spar, Build It, Buy Cash, Cashbuild and GW.
The Savings and Credit Cooperatives category features Hlalawati SACCO, Lubane SACCO, Sibonelo and SNAT SACCO.
Five companies are nominated under Security Company: Bastion Security, Buffalo Security, Fidelity Security Group, Intelligence Security Company and Stallion Security.
The State-Owned Enterprise/Parastatal category features ESCCOM, ESPPRA, Eswatini Air, Eswatini Electricity Company (EEC), Eswatini Environment Authority, Eswatini National Trust Commission, Eswatini Revenue Service and Eswatini Water Services Corporation.
Under Travel Agencies and Tours, the nominees are Amahle Travel & Tours, Let’s Go Zanzibar, Transmagnific and Travel With Fatima.
Individual and special recognition categories
The Customer Service Initiatives: Extra Mile category features Matsapha, EWSC and Psychiatric Centre.
In Strategic Leadership, the nominees are Khethiwe Mhlanga of SEDCO, Gcina Dladla of EEA and Stoffen Ginindza of African Alliance.
The Young Innovative Leader category features Paul Nkambule of OX Purple, Luke Vanderwaal of TLC and Princess Sakhizwe.
Under CX Team of the Year, the nominees are The Clinic Group, ESPPRA, ENPF and KFC
The Personality of the Year category features Fakazile Dlamini of Eswatini TV, Batsabile Nkambule of Eswatini Air and Sihle Dlamini of the Construction Industry Council.
In the Humanitarian and Community Project category, the nominees are the DPM’s Office for its housing project, MTN Foundation for its 21 Days of Yéllo Care initiative, and Oracle Innovative Lab for its business incubator.
Independent adjudication
ECxP said the awards will now enter an independent adjudication phase, with Topline Research Solutions responsible for verifying nomination data, removing duplicate or invalid entries and preparing detailed reports.
Nominees who have consented to participate may be asked to provide additional information to support their assessment. Each nominee will be assessed against consistent customer service criteria, with the same standards applied to all nominees in a category.
The organisation emphasised that sponsorship of the awards or the accompanying conference would not influence the adjudication process or its outcome. Results will remain confidential until the awards dinner, when winners will be announced for the first time.
The awards form part of Eswatini’s commemoration of International Customer Service Week, alongside the 2026 Eswatini Customer Experience Conference, under the theme “Going the Extra Mile”.
ECxP Executive Secretary Dr Oliver Museka congratulated the nominees, saying their recognition came from the customers they serve.
“Every nominee on this year’s list was put forward by a customer who felt they went the extra mile. That recognition, from the people they serve, is already an achievement worth celebrating,” Museka said.
The awards dinner will take place from 18:30 to 21:30 on November 6 at Happy Valley Hotel. Tickets cost E950 per person or E9,500 for a table of 10. Reservations can be made through Portia on 7649 3883, Sifundvo on 7941 7861 or by emailing info@eswatinicxp.org.
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