Harare, (New Ziana) – The Zimbabwe Revenue Authority (ZIMRA) has reported a small increase in its Client Satisfaction Index (CSI), which rose to 72 percent in the first quarter of 2025 from 69 percent recorded in the fourth quarter of 2024.
The CSI measures how happy taxpayers and customers are with ZIMRA’s services. It measures client satisfaction across 14 service attributes, and the latest figures show improvements in most regions and service areas.
The research was conducted by Precise Management and Research Consultancy on behalf of ZIMRA, using both qualitative and quantitative methods.
The Q1 survey reached 3,267 respondents, a sharp rise from the 643 who participated in the Q4, 2024 survey. Key stakeholders surveyed included tax accountants, clearing agents, transporters, importers, exporters, government departments, SMEs, cross-border traders, and NGOs.
Respondents came from all regions across the country. Regionally, the largest improvements were seen in Region 1, which rose from 64 percent to 71 percent, and Forbes Border Post, which went up from 67 percent to 71 percent. Region 2 remained steady at 74 percent, while Beitbridge Border Post recorded no change, staying at 64 percent.
In terms of service attributes, ZIMRA scored highest in Security (79 percent), Innovation (75 percent), and Efficiency (75 percent).
However, the lowest scores were recorded in Education and Awareness (64 percent) and Transparency (66 percent). In response, ZIMRA has pledged to improve communication and taxpayer education.
An action plan is expected to be rolled out in Q2, 2025, to address areas needing improvement. The authority will conduct another survey at the end of the next quarter to track progress.
New Ziana
