The Eswatini Mobile team recently embarked on a ground engagement campaign in in different towns including Pigg’s Peak and Manzini, meeting vendors and customers as part of ongoing efforts to build closer relations and better understand experiences on the ground.
Led by members of the executive leadership team, the visits formed part of the network’s customer-focused approach intended to ensure that both vendors and subscribers remain at the centre of the company’s operations.
Vendors, who serve as the face of the network in communities, play an important role in customer interaction as they engage emaSwati daily through airtime sales, SIM registrations and customer assistance.
Speaking during the engagements, one of the vendors, Lihle Dlamini, said business had generally been positive, especially following the recent improvement of the No Frills bundles.
“Customers are happy with the added data in the No Frills bundles. Many people have been coming specifically to ask about the new offers because they now feel they are getting better value for money,” said Dlamini.
Vusi Mkhonta, a customer, further applauded the reinstatement of the free 1GB data reward for customers who load E10 airtime, saying the move showed that the network listens to its customers.
“People were excited when the free 1GB came back. We had been asking about it for some time and they appreciated that Eswatini Mobile responded quickly. It shows the company is in touch with what customers want and is not detached from ordinary people,” she added.
During the engagements, customers also raised concerns about network coverage challenges experienced in some areas. While acknowledging the concerns, Eswatini Mobile executives assured customers that work was underway to improve service quality and expand coverage.
Chief Technology Officer Jabulile Dlamini said the company was investing heavily in infrastructure development to address connectivity challenges.
“We understand that reliable connectivity is important for our customers and we are working around the clock to improve network coverage across the country. Recently, we added ten new sites as part of our ongoing expansion programme,” said Dlamini.
She added that the network remained focused on ensuring that more emaSwati have access to dependable and affordable mobile services.
Another customer in Manzini, Sibusiso Mamba, welcomed the face-to-face interaction with the executive team, saying such visits help bridge the gap between management and ordinary subscribers.
“It is encouraging to see company leaders coming directly to communities to hear our concerns instead of relying only on reports. It makes customers feel valued,” said Mamba.
A vendor in Pigg’s Peak, Nomcebo Mdluli, said the engagements also motivated vendors who often serve customers under demanding conditions.
“We appreciate that the executives and the whole team took time to engage us because vendors are the ones interacting with customers every day. These visits improve our relationship with the company,” she said.
Eswatini Mobile executives reiterated that direct engagement with vendors and customers would continue as part of efforts to improve service delivery and maintain close relationships with the communities the network serves. Sales and Marketing Head Nosipho Xaba added that “spending time on the ground allows us to hear directly about their experiences and challenges”.
