A survey Umodzi Consulting conducted recently has revealed that most customers are dissatisfied with service levels offered in the hospitality industry.
The survey shows that 52 percent of the customers were not satisfied with the service levels whereas 48 percent said their expectations were not met and would not recommend others to visit the place.
Speaking during the presentation of the key findings and a training workshop in Blantyre last Friday, Umodzi senior consultant Frank Mkumba said the findings reveal the quality of service in the sector needs to be improved.
“We visited hotels and lodges and our findings were not satisfactory for an industry which is growing and promising to the economy.
“We expect that there would be an improvement in the quality of service in the industry to match people’s expectations,” said Mkumba.
The survey, among other things, noted that customers value quietness of the environment, quality and quantity of food, cleanliness of the environment and friendliness of staff.
The research also revealed key service gaps in the industry. Among others, it identified that customers normally take long to be served and the food does not meet their expectations.
Mkumba added that the workshop would share effective strategies to help provide superior customer service in the sector.
The workshop was attended by employees from the State House, Sunbird Mount Soche and Sunbird Kuchawe.