Enhancing Service Excellence Across Botswana’s Public and Private Sectors
At the Institute on Corporate Governance (IoCG), we understand that customer satisfaction is at the heart of sustainable service delivery and institutional credibility. Our Customer Satisfaction Services are designed to help organisations across Botswana build trust, improve service quality, and strengthen accountability to the people they serve.
🇧🇼 Why It Matters in Botswana
As Botswana continues its transformation into a knowledge-driven and service-oriented economy, public institutions, corporates, and NGOs are under increasing pressure to deliver services that are:
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Efficient and citizen-centred
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Transparent and accountable
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Consistent with Vision 2036 and national development priorities
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Responsive to evolving public expectations
Our services help organizations not only measure satisfaction—but turn insights into meaningful improvement.
Our Customer Satisfaction Services Include
Customer Satisfaction SurveysCustom-designed surveys to assess perceptions of service delivery, product quality, and overall user experience—delivered in English and Setswana. |
Citizen and Client Feedback MechanismsDesign and implementation of real-time feedback tools, customer complaint systems, and digital suggestion platforms. |
Service Charter DevelopmentWe assist organisations in creating or reviewing their Service Charters, aligned with national standards and citizen rights. |
Satisfaction Index ReportingBenchmarking and analysis of service performance, supported by dashboards and summary reports tailored for boards and executives. |
Focus Groups & Stakeholder DialoguesFacilitated sessions with key customer groups to explore satisfaction themes in depth—especially useful for regulators, local authorities, and SOEs. |
Training on Customer Experience (CX)Workshops for frontline teams, call centre staff, and service managers on delivering customer-centric, dignified, and responsive service. |
Who Can Benefit?
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Government Ministries & Local Authorities
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Parastatals & Regulators (e.g., health, water, energy, transport)
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Financial Institutions & Insurers
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Retailers & Service Providers
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NGOs & Development Partners
Why Work With IoCG?
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Deep understanding of Botswana’s governance context
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Experience working with diverse stakeholders across sectors
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Ability to deliver in both urban and rural settings
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Multilingual survey and facilitation capabilities
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Practical recommendations aligned with local regulations and public service standards
Start Measuring What Matters
Whether you're seeking to improve customer retention, meet regulatory mandates, or enhance your public image—IoCG is ready to support you.