Service Quality Scorecard
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Staff Performance & Branch Analysis
Branch CSI Summary
Customer Satisfaction Index % per branch
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🏛️
Gaborone Main
Head office branch
69.8% CSI
Profess.
72.5
Integrity
75
Fairness
62.5
Courtesy
82.5
Knowledge
57.5
🏬
Maun
Northwest region
69% CSI
Profess.
80
Integrity
72.5
Fairness
65
Courtesy
70
Knowledge
72.5
🏢
Francistown
Northern region
68.7% CSI
Profess.
60
Integrity
77.5
Fairness
57.5
Courtesy
77.5
Knowledge
62.5
Satisfaction Drivers & Opportunity Matrix
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Complaint Handling is by far the strongest driver of customer satisfaction — when complaints are handled well, overall satisfaction rises significantly.
Responsiveness, Service Quality, and Product Satisfaction have a small positive influence — they matter but are not the deciding factor.
Professionalism shows a slight negative relationship — customers may take it for granted and focus more on whether their issues get resolved. Key action for management — prioritise complaint resolution above all other service improvements.
Opportunity Matrix
Dimensions classified by importance (CSI weight) vs. performance (avg score)
Low Importance High Importance
← Low Performance High Performance →
Monitor
⚠ Priority Improvement
Complaint Handling
Accessibility
Responsiveness
Secondary Strength
✓ Maintain Strength
Service Quality
Product Satisfaction
Brand Trust
Professionalism
