Customer service is everyone’s job; stop treating it as a department.

What the report says

The Independent Uganda published an October 30, 2026 commentary by Anne Njeri, identified as chief operations officer of ICEA LION Uganda, arguing that customer service should be treated as an organization-wide responsibility rather than a task left to a single department. The piece says that after Customer Service Week, held from October 5 to 9, 2026 under the theme “Beyond the Extra Mile,” the real challenge is whether companies can sustain good service in day-to-day operations.

Njeri uses Uganda-specific survey findings to show where service gaps remain. She cites the Insurance Regulatory Authority’s 2023 Policyholders Satisfaction Survey, which found 72% satisfaction with insurers’ customer service, but lower marks for communication, claims handling and complaints resolution. She also references the 2025 Financial Consumer Protection Survey, which found that 83% of consumers had experienced a digital financial services quality problem in the previous year.

The commentary says customers experience one organization, not separate departments, and that delays, unclear accountability and poor coordination can undermine even polite frontline service. It also warns that digital tools and artificial intelligence do not automatically improve service if systems fail or human support is unavailable when needed.

The article calls for leaders to align staff performance with customer outcomes, remove internal bottlenecks, empower employees to resolve problems, act on feedback, and measure service quality alongside departmental targets. It cites NSSF Uganda’s 2025 integrated report, which recorded average customer satisfaction of 88% for the 2024/25 financial year, as an example of tracking progress over time.