The launch of this first Zambia National Customer Experience Index (ZamCXI) marks a defining moment in our nation’s journey toward service excellence. For the first time, Zambia has a unified, data-driven lens through which we can understand how customers and citizens experience the services that shape their daily lives. This report is more than a measurement tool — it is a national benchmark, a mirror, and a catalyst for transformation.

Whether one interacts with a bank, a mobile operator, a retailer, or a government agency, expectations are shaped by the best experiences available anywhere. The ZamCXI recognises this reality and provides a structured, evidence-based foundation for improving how organisations serve customers and how government institutions serve citizens.

This year’s findings highlight both our progress and our opportunities. They reveal where organisations are delivering value, where trust is being strengthened, and where service gaps continue to affect the lived experience of Zambians. Importantly, the Index brings together Customer Experience (CX) and Citizen Experience (CzX) – two domains that are often treated separately but are, in truth, deeply interconnected. When businesses elevate CX, they raise the standard for public services. When government improves CzX, it creates an enabling environment for businesses to thrive. Together, they form the backbone of a competitive, inclusive, and future-ready Zambia.

Click Link below to get a copy of the 2026 ZamCXI Report.