Zuwa Energy in Malawi has deployed over a hundred Solar Champions who utilize various modes of transportation to reach 4000 customers, prioritizing customer satisfaction above all else. With 30 staff members and 80 agents, Zuwa places a strong emphasis on customer-centric practices, aiming to improve the lives of over 20,000 individuals by providing accessible energy solutions and exceptional customer service. Despite their efforts, challenges such as low collection rates have persisted, prompting Zuwa to reassess its approach.
Participating in GOGLA's Consumer Insights study in 2020, Zuwa gained valuable insights into the experiences of off-grid solar consumers during the COVID-19 pandemic. This study highlighted a significant disconnect between the company and its customers, with many feeling disengaged, leading to slow or non-existent repayment rates. In response, Zuwa committed to the Consumer Protection Code (CP Code) to enhance customer engagement and satisfaction. Implementing the CP Code's Self-Assessment Tool allowed the management team to adopt a more consumer-centric approach and measure performance effectively.
Zuwa's journey reflects the importance of prioritizing customer engagement and satisfaction in the renewable energy sector. By acknowledging the disconnect between the company and its customers, Zuwa took proactive steps to improve its approach, ultimately aiming to enhance the overall customer experience and drive positive social impact. Through initiatives like the CP Code and its Self-Assessment Tool, Zuwa demonstrates a commitment to continuous improvement and consumer-centric practices in its operations.
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