by Melody Korongwe
Harare, Zimbabwe – Commuter transport services in Harare have been a staple of the city’s transportation system, providing affordable and convenient travel options for thousands of commuters daily. Despite their inventive marketing approaches, including catchy slogans, colorful branding, and social media presence, many commuters are not impressed with the kombi operators’ marketing tactics.
“We have to be creative to stand out from the competition, and our customers are looking for a reliable and affordable service that we are striving to provide,” said a driver of the Hatcliffe-Town route.
However, commuters like Thandiwe Muza and Rutendo Chihoro have had horrific experiences with kombi drivers, citing rudeness, disrespect, and humiliation.
Harare Council has expressed concerns about the kombi operators’ marketing and customer service practices.
“We recognize the role that kombi operators play in providing affordable transportation to our residents. However, we also expect them to operate professionally and provide excellent customer service,” the council said in a press statement issued on Tuesday .
Commuters have reported incidents of drivers demanding extra fare midway through the journey, becoming aggressive when questioned, and disregarding passenger needs.
“They are just a bunch of noise makers because they promise the world but deliver nothing. Their services are not good,” said Thandiwe Muza.
Local business owners, like Tanaka Mukwati, a shop owner in Hatcliffe, emphasized the importance of customer satisfaction in business.
“I think a lot of businesses forget that the customer is the reason they’re in business in the first place. We make sure that every interaction with our customers is positive and memorable” he said.
Council urged commuter operators to improve customer satisfaction so that they can build trust and loyalty among commuters, ultimately contributing to the growth and development of Harare’s transportation system.
Melody Korongwe is a driven and ambitious journalist with a strong passion for storytelling. Holding a Bachelor’s Degree in Journalism, Media, and Broadcasting from the University of Zimbabwe, she possesses a solid foundation in newswriting and media principles. With a keen interest in contributing to the media industry, Melody is dedicated to leveraging her writing skills to produce high-quality content. She can be reached at melodykorongwe4@gmail.com or +263 786 640 520
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