The Eswatini Housing Board (EHB) has launched a new real-time customer feedback platform based on the Net Promoter Score (NPS) methodology to strengthen its customer-centric approach and improve service delivery.
The NPS System gives customers a direct voice in shaping EHB service delivery.
The new platform will enable customers and stakeholders to provide real-time feedback on their interactions with the organisation, marking another significant milestone in EHB’s ongoing journey towards becoming a truly customer-centric institution.
The platform, which is based on the internationally recognised NPS methodology, has been integrated across multiple customer touchpoints to ensure ease of access and encourage participation from all stakeholders who engage with the organisation.
EHB Chief Executive Officer Mduduzi Dlamini said customers and stakeholders will be able to share their feedback through various platforms that include links embedded in EHB email signatures, the EHB website, periodic SMS invitations, links on social media platforms and dedicated tablets available at EHB reception areas.
Dlamini said the introduction of the NPS platform formed part of a broader organisational commitment to listening to customers, measuring service performance and using stakeholder insights to continuously improve service delivery.
Speaking about the milestone achieved, he said the initiative reflected the organisation’s deliberate efforts to place customers at the centre of decision-making.
“At the Eswatini Housing Board, we recognise that the true measure of our success lies not only in the houses we build or the services we provide, but in the experiences of the people and communities we serve.
“The launch of our Net Promoter Score platform provides customers with a direct and convenient channel to tell us what we are doing well, where we need to improve and how we can serve them better,” Dlamini said.
The CEO added that the organisation’s leadership has made customer-centricity a strategic priority, with customer feedback increasingly informing service improvements, process enhancements and organisational decision-making.
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He said the initiative aligned with EHB’s strategic focus on service excellence, stakeholder engagement, innovation and continuous improvement, and also supports broader government efforts to strengthen citizen-centred service delivery and enhance accountability within public institutions.
He added that the launch of the NPS platform is one of several initiatives being implemented by EHB to enhance customer experience and strengthen stakeholder relationships.
He reiterated the organisation’s commitment to creating a culture where customer feedback drives improvement, informs decision-making and contributes to the delivery of housing solutions that meet the evolving needs of Emaswati.
“We are intentionally building a culture where customer voices are not only heard but acted upon. This platform creates an important feedback loop that will help us better understand stakeholder expectations and ensure that our services continue to evolve in response to customer needs.”
As a national housing institution, EHB plays a critical role in advancing Eswatini’s housing agenda and supporting national development objectives.
Dlamini said the organisation believes that meaningful stakeholder engagement and customer-driven decision-making are essential components of delivering sustainable housing solutions and building thriving communities.
He emphasised that the NPS platform will enable EHB to measure customer advocacy, satisfaction and service performance on an ongoing basis while providing valuable insights into areas requiring improvement.
“Feedback received through the platform will be analysed regularly and used to strengthen service standards across the organisation.
“EHB encourages all customers and stakeholders to participate whenever they receive an invitation to provide feedback and to take advantage of the various channels available to share their experiences,” added Dlamini.
