By Tlalane Dlamini
On October 3, 2025, Eswatini officially launched the 10th edition of the Customer Service Week (CSW), a global celebration of service excellence observed annually in the first week of October. This year’s commemoration, running from the 6th to the 10th of October, carries a bold and inspiring theme: “Mission Possible.”
The theme embodies a renewed call to action for Eswatini’s professionals, institutions, and industries to transform service delivery and make the impossible possible. It’s a declaration that Eswatini is ready to elevate customer experience standards and align its service culture with global best practices.
The Eswatini Customer Experience Practitioners (ECxP), in partnership with the Ministry of Commerce, Industry and Trade, hosted the official launch and awareness march in Piggs Peak, a symbolic choice underscoring inclusivity and national participation.
The event featured a vibrant march from the Piggs Peak Post Office to the Pep Store Open Area, with participants donning branded regalia that painted the streets in corporate colors of enthusiasm and commitment.
The Correctional Services Band set the rhythm, while local business leaders, public sector representatives, and the town’s residents joined the spirited procession. The launch not only ignited anticipation for the upcoming Customer Service Week but also set the tone for the 10th Eswatini Customer Service Excellence Awards, a highlight that celebrates organizations and individuals making tangible strides in service excellence.
Celebrating a Decade of Service Excellence
This year marks a milestone: the 10th edition of the Eswatini Customer Service Excellence Awards. The awards recognize trailblazers who consistently deliver value, innovation, and customer-centric practices across industries. What makes these awards unique is that the nominees are chosen by the general public, the very recipients of the services provided. It’s a true reflection of customer sentiment and national recognition of excellence in action.
Categories span diverse sectors, from financial institutions to hospitality, ICT, retail, and public enterprises. The following nominees are being recognized in the 2025 awards:
Corporate & Sector Categories
Retail Grocery Shop of the Year
PnP Matsapha Link, Spar Manzini Lifestyle, OK Ezulwini, PnP Crescent
Real Estate Property & Agent of the Year
Re-Max, Ncedze Properties, SEEF Properties
Motor Spares Shop of the Year
Auto Zone, Value Auto, Goldwagen
Insurance Company of the Year
ESRIC, Lidwala, United Holdings, Oracle Insurance
Credit Provider of the Year
Fincorp, Amanda Financial Services, IDCE, Select Financial Services
Cooperative of the Year
Lubane, SNAT, Sibonelo, Halawali
Restaurant of the Year
The Sage – PnP Crescent, Molly’s Restaurant, JK Steakhouse, Espinho Siteki
Health Care Facility of the Year
Mankayane Hospital, EPH, Ekuhlupeni, Manzini Clinic
Bank of the Year
FNB, NEDBANK, Eswatini Bank, Swaziland Building Society
Holiday Lodge of the Year
Brookside Lodge, Olive Lodge, BK Lodge, Esibayeni Lodge
Leisure & Entertainment Venue of the Year
Sibebe Resort, Mdzimba View, Ocean Cuisine, Solanis
Hardware of the Year
MICA Hardware Matsapha, Cashbuild Manzini, Build It Mbabane, Khuba Traders Manzini
Internet Service Provider of the Year
Jenny Internet, Eswatini Mobile, MTN Eswatini, Real Image
Pharmacy of the Year
Apex Pharmacy, Sound Health, Genesis Mbabane, Clicks
Fast Foods of the Year
KFC, Nando’s, Food Hut, Pizza Inn
Large Corporation of the Year
MTN Eswatini, RES Corporation, Eswatini Beverages, Parmalat Eswatini
Municipal Council of the Year
Mbabane, Manzini, Siteki, Matsapha
Hotel of the Year
Happy Valley Hotel, Hilton Garden Inn, The George Hotel, Royal Villas, SibaneSami Hotel
Public Enterprise (State-Owned) of the Year
FSRA, Competition Commission, ENPF, RSTP
Non-Governmental Organisation of the Year
Young Heroes, Autism Eswatini, Epilepsy Foundation, Luvelo
MSME of the Year
My Wardrobe, Lusilo Honey Products, Datamatics Eswatini, Mimi Organics
Technical Support & Electronics
Slomoes, Yadah Technologies, Computronics
Innovation of the Year
Government in Your Pocket (Ministry of ICT), Smart City Project (Ministry of Housing), Ridesly – Sakhile Mamba
Customer Experience Team of the Year
Embiveni Meats, Revenue Appeals Tribunal, United Holdings, Berachah Kitchen
Government Ministry of the Year
Ministry of Agriculture, Ministry of ICT, Ministry of Commerce, DPM Office
Individual Awards
Customer Personality of the Year
Phindile Dlamini (Montigny), Tenanile Dlamini (B3), Fakazile Dlamini (Eswatini TV), Simphiwe Nsibande (Value Auto)
Business Leader of the Year
Sihle Nkabinde (EIPA), Nokwanda Dlamini (FSRA), Themba Thwala (Espinho), Magman Mahlalela (NDMA)
Influencer of the Year
Sifiso Daladi Dlamini, Gogo and Silwane, Thamsanqa Sibandze (KRTC)
Young Innovative Leader of the Year
Benanile Maphanga (Benanial), Nikki Jacobsz (Smart Marketing Solutions), Majaha Mbuyisa (Pristine Cleaning Services)
Strategic Leader of the Year
Futhi Thembe (ENPF), Gciniwe Fakudze (Mbabane Municipal Council), Mongi Dlamini (Letshego Eswatini)
A National Commitment to Service Excellence
The Customer Service Week is more than a ceremonial celebration; it’s a national movement. Dr. Oliver Museka, Chief Organizer of ECxP, emphasized that “this initiative is not just about awards; it’s about creating a sustainable service movement, one that embeds excellence as a national identity.”
Representing the Principal Secretary for the Ministry of Commerce, Industry and Trade, Mfundo Mavuso, the Commercial Field Officer, delivered remarks reinforcing the Ministry’s commitment to the cause.
“Service excellence is the foundation of business growth and investment confidence,” Mavuso noted, adding that the private and public sectors must work hand in hand to ensure service delivery remains a national priority.
As Eswatini deepens its focus on customer experience, one truth stands firm: service excellence is not a soft skill; it’s a business strategy.
In an increasingly competitive market, customer trust and loyalty are the ultimate currencies. Companies that invest in service innovation see measurable returns from stronger brand equity to higher retention rates and cross-market appeal.
For CEOs and entrepreneurs, Customer Service Week is more than a celebration; it’s a strategic reminder that leadership success is measured not only by profit margins but by how consistently customers feel valued.
The call to action for 2025 is clear: every interaction, every response, and every experience must reinforce Eswatini’s brand promise that quality service is not the exception, but the standard.
Because in Eswatini’s next growth chapter, Mission Possible begins with how we serve.