Terms of Reference for a Customer Satisfaction Survey to assess the 2024/ 2025 Marketing Season

1. Background

TIMB is mandated in terms of section 16 of the Act to promote, protect and maintain the sale of tobacco; to collate statistics relating to the provision, marketing, manufacture and consumption of tobacco; to distribute market studies and information relating to the marketing, manufacture and consumption of tobacco; to advise the Minister on all matters relating to the marketing of tobacco; to do all things which this Act or any other enactment requires shall be done by the Board as directed by the line Minister.

In 2024, TIMB carried out a stakeholder satisfaction survey. The aim was to make TIMB aware of its strengths (critical success service attributes) also to identify improvement priorities to focus on the more relevant service attributes that improve stakeholder satisfaction.

Following the commencement of the 2024/2025 marketing season, the Board wishes to undertake a stakeholder survey to review the strengths and weaknesses of the Board.

2. Objectives

The main objectives of the survey are:

1. To come up with a stakeholder satisfaction index in terms of service delivery (speed, quality, and staff courteous), accessibility, provision of information (signage, service delivery innovation) and resolution of public complaints compared to related organizations.
2. To identify key areas of improvement and recommend appropriate adjustments to the Board’s strategic direction.
   Scope of work

The survey will target TIMB stakeholders, and these are the growers (135 152), contractors (43), buyers (32) auction floors (2), transporters (678), Ministry of Lands, Agriculture, Fisheries, Water and Rural Development, media, Farmer Unions and Associations. The survey will be carried out in Harare, Mashonaland Central, West, East and Manicaland.

4. Period of performance

The survey will be carried out in a month inclusive of data analysis and presentation to be made to Management.

5. Deliverables

• Detailed report.
• Presentation of the project deliverable to Management with findings and recommendations.