Mananga Border Post has emerged as one of Eswatini’s top-performing ports of entry, achieving a perfect 100 percent Net Promoter Score (NPS) in December 2024, reflecting exceptional service delivery and customer satisfaction.
The achievement was announced by Eswatini Revenue Service (ERS) Commissioner General (CG) Brightwell Nkambule during the 2026 International Customs Day celebrations held at the border on Monday.
“We are pleased to be hosted by one of our top-performing borders,” Nkambule said. “Mananga consistently receives strong client feedback, and a 100 percent Net Promoter Score is not an accident. It reflects discipline, professionalism, and pride in public service.”
NPS is an internationally recognized customer satisfaction metric used to measure how likely clients are to recommend a service to others. It is calculated based on customer feedback ratings and it ranges from -100 to 100, with 100 indicating that all respondents are satisfied with the service, reflecting exceptional performance and trust.
International Customs Day, commemorated annually on January 26, provided an opportunity to recognize Customs officials serving on the front line, facilitating legitimate trade while protecting society from illegal and harmful goods.
Nkambule said customer satisfaction is a critical indicator of whether Customs is striking the right balance between trade facilitation and regulatory compliance. “Customs must do two things at the same time: facilitate legitimate trade efficiently and protect society by stopping non-compliant goods,” he said.
He noted that ERS has adopted smarter systems and digital solutions to reduce delays and strengthen controls. Several regulatory agencies now manage import permits directly through the Customs clearance system, improving transparency and compliance without compromising efficiency.
Mananga Border’s strong performance, he added, also reflects effective Coordinated Border Management, in which multiple agencies collaborate to streamline processes and eliminate duplication.
Nkambule said ERS is committed to further improvements through digitalisation, including the planned introduction of non-intrusive inspection scanners that will allow higher volumes of goods to be processed efficiently while enhancing the detection of illicit consignments.
The CG also highlighted the growth of the Authorised Economic Operator (AEO) programme, which now includes 20 accredited operators. The programme promotes voluntary compliance and secure supply chains, enabling trusted traders to move goods more smoothly across borders.
“Vigilance and commitment must be evident in our daily decisions and in our service to the public,” Nkambule said. “Mananga Border’s level of performance is not an accident. It reflects discipline, professionalism, and pride in public service.”