RBIDZ: CUSTOMER SATISFACTION RESEARCH

Richards Bay Industrial Development Zone (RBIDZ) is a purpose-built and secure industrial estate on the North-eastern coast of KwaZulu-Natal. It is an integral part of the Government’s macro-economic policy to develop South Africa’s manufacturing sector by encouraging investments in export-orientated manufacturing industries, centered on beneficiation of the country’s natural resources, and thereby creating employment opportunities. The RBIDZ appointed Mthente to conduct the customer satisfaction survey that has been used as an annual benchmarking exercise to identify the effectiveness and direction of the RBIDZ’s Investor Retention and Expansion initiatives. The outcome of this survey was to assess investors general perception of the RBIDZ, their view on the RBIDZ response to its mandate, customer service experience and  suggestions for improvement.

Mthente conducted a desktop review of all documents received by the RBIDZ, updated the survey tool, conducted 27 investor surveys, analysed the data using graphs, figures and thematic analysis for open-ended questions. The triangulation of quantitative and qualitative data from the surveys allowed for comprehensive and credible findings that identify gaps and implementation areas of improvement, presented to the RBIDZ to be addressed. Overall, the investors were satisfied with the RBIDZ customer service and response to its mandate.