The Zimbabwe Revenue Authority (ZIMRA) attained a Client Satisfaction Index (CSI) of 72% for Q1, 2025, a significant increase from the Q4, 2024 index of 69% based on the 14 service dimensions that were measured during the survey. Precise Management and Research Consultancy, was the supplier that carried out the Research on ZIMRA’s behalf to assess service delivery and enhance stakeholder engagement.
The survey was both qualitative and quantitative and reached the following key market segments: Tax Accountants, Clearing Agents, Transporters, Importers, Exporters, and Government Departments, SMEs, Cross-border Traders and NGOs. The Q1, 2025 responses were drawn from 3267 up from 643 respondents who participated in the survey in Q4, 2025.
The respondents were drawn from all the regions and the regional ratings were as follows from the researcher’s observations:
|
Region/Border Post |
Customer Satisfaction Survey (CSI Index) |
|
|
Q4, 2024 |
Q1, 2025 |
|
|
1. Region 1 |
64% |
71% |
|
2. Region 2 |
74% |
74% |
|
3. Region 3 |
72% |
75% |
|
4. Beitbridge Border Post |
64% |
64% |
|
5. Forbes Border Post |
67% |
71% |
|
6. Head Office |
70% |
73% |
|
Average |
69% |
72% |
The Customer Satisfaction Index by Service Attributes were as follows:
|
Service attributes |
Percentage |
|
Assurance |
72% |
|
Responsiveness |
74% |
|
Accessibility |
70% |
|
Accuracy |
69% |
|
Efficiency |
75% |
|
Transparency |
66% |
|
Tangibles |
70% |
|
Empathy |
69% |
|
Adaptability and Flexibility |
71% |
|
Education and Awareness |
64% |
|
Security |
79% |
|
Feedback |
73% |
|
Innovation |
75% |
|
Professionalism |
70% |
ZIMRA will continue to increase education and awareness to and invest in stronger taxpayer education initiatives and clearer communication on tax obligations. An action plan will be developed to address gaps in Q2, 2025. ZIMRA will carry out the same exercise for Q2, 2025.