RBIDZ- Customer Satisfaction Survey
Mthente was commissioned by RBIDZ to assess the satisfaction of customers/investors from the different sectors. The research aimed to provide an understanding of RBIDZ customer interactions, to better understand how they can improve on their customer interactions. In terms of the Special Economic Zone Act (Act No. 16 of 2014), the purpose of RBIDZ, and the Special Economic Zones are: To promote and attract both domestic and foreign direct investments to boost the economy of the country which in turn creates employment opportunities as well as develop skills; Facilitate the creation of an industrial complex, having a strategic national economic advantage for targeted investments and industries in the manufacturing sector and tradable services; Develop infrastructure required to support the development of targeted industrial activities, Provide the location for the establishment of targeted investments; Enable the beneficiation of mineral and natural resources; Take advantage of existing industrial and technological capacity, promoting integration with local industry and increasing value-added production; and Promote regional development.
Through the industrial world class infrastructure, well-established network of shipments, and tax and duty-free incentives, RBIDZ aims to encourage international competitiveness and attract export-orientated manufacturing investment. The focus area of the Customer Satisfaction Survey was developed to ensure alignment with the Strategy and Strategic Risk.
The results from the survey illustrated the customers perceptions about RBIDZ, and whether their expectations have been met and/or exceeded over the period of the product or service provided. The information was gathered from thirteen (13) different investors that engage with RBIDZ. The method of assessment used were quantitative research methods. Data was collected through online and telephonic surveys, for the quantitative assessment.
Findings of the research indicated that the investors were overall satisfied with RBIDZ’s customer service however, there were areas of improvement which emerged which RBIDZ should aim to focus on going forward.
