By Ellen Samura
Orange Sierra Leone has reaffirmed its commitment to customer satisfaction and service excellence after marking Customer Service Week 2026 with a series of activities to appreciate loyal customers, engage communities and gather feedback on its services.
Held from 5 to 9 October under the theme “Going the Extra Mile,” the celebration brought together employees, customers and stakeholders to highlight the importance of customer relationships and the role of feedback in improving service delivery.
The week-long programme provided an opportunity for the telecommunications company to recognise customer loyalty, strengthen engagement and reinforce its commitment to putting customers at the centre of its operations.
Customer-first Approach
Speaking at the official launch on 5 Oct., customer experience director David S. Mansaray said excellent customer service goes beyond meeting expectations. He stressed the importance of building lasting relationships through trust, responsiveness and a better understanding of customers’ needs.
Mansaray described customer service as a people-centred responsibility and encouraged employees to work together, continue learning and make going the extra mile part of the company’s everyday culture.
He also thanked customers for their continued loyalty, noting that customer satisfaction should remain a daily priority rather than a commitment observed only during the annual celebration.
The launch also featured a video message from Orange Sierra Leone Chief Executive Officer Aïcha Touré, who reaffirmed the company’s commitment to customer experience, innovation and digital inclusion.
In her message, Touré said customers remained central to the company’s existence and success.
“At Orange Sierra Leone, we recognise that our customers are the very reason we exist. Without their trust, loyalty and continued support, there would be no Orange,” she said.
She added that customer feedback, concerns and recommendations provide important opportunities for the company to learn, improve and deliver better services.
“Every customer’s voice matters, and it is our responsibility to listen, respond and continuously strive to meet and exceed their expectations,” Touré added.
Guided by the company’s values of ‘Care, Boldness and Responsibility,’ she said Orange Sierra Leone would continue working to earn customers’ trust and provide the quality of service they deserve.
The Community Approach
Beyond the official launch, Orange Sierra Leone took its customer appreciation campaign into communities across the country.
As part of the initiative, long-standing customers were recognised and presented with special gifts in appreciation of their continued loyalty and support.
Employees also took to the streets to interact directly with customers, thank them for choosing Orange and listen to their experiences with the company’s products and services.
The face-to-face engagements gave customers an opportunity to raise concerns, share recommendations and suggest areas where service delivery could improve.
Among the issues highlighted by customers were network quality, service reliability and customer support.
The exercise also allowed employees to gather feedback outside the company’s offices and service centres, reinforcing the importance of direct engagement in understanding customers’ expectations.
Customers welcomed the recognition and shared their views on Orange Sierra Leone’s contribution to the telecommunications sector, alongside suggestions for improving their experiences.
The company said such interactions were an important part of its efforts to build stronger customer relationships and use feedback to guide improvements.
Care, Boldness and Responsibility
The nationwide activities also highlighted Orange Sierra Leone’s core values of Care, Boldness and Responsibility.
Care, the company explained, involves listening to customers, understanding their needs and treating them with empathy and respect. Boldness encourages employees to take initiative, embrace innovation and explore new ways to improve customer experiences. Responsibility, meanwhile, reflects the importance of taking customer concerns seriously, responding to feedback and working to improve the quality, accessibility and reliability of services.
By taking customer engagement beyond its offices and service centres, Orange Sierra Leone sought to demonstrate that customer service involves more than responding to complaints. It also requires proactively understanding customer expectations and identifying opportunities for improvement.
The company further emphasised that customer satisfaction is a shared responsibility across all departments, not just among frontline customer service teams.
Beyond Customer Service Week
As the celebration concluded, Orange Sierra Leone reiterated its commitment to making customer satisfaction a central part of its business strategy.
The company said it would continue to focus on customer engagement, responsiveness, accountability and innovation as part of efforts to strengthen service delivery and improve customer experiences.
It also reaffirmed its commitment to expanding connectivity, supporting digital inclusion and helping customers access its telecommunications and digital services.
While Customer Service Week provided an opportunity to recognise loyal customers and celebrate employees’ contributions, the company’s message was that the principles behind the theme must continue throughout the year.
For Orange Sierra Leone, “Going the Extra Mile” represents more than a week-long celebration. It reflects the company’s stated commitment to listening to customers, responding to their needs and continually working to improve the services it provides.
