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NCSI unveils consumer service 2023 report to enhance brand, consumers relationship

Multi sector platform, Nigeria Consumer Service Index (NCSI), an outfit that measures customer satisfaction across diverse sectors in Nigeria on Wednesday, presented the 2023 consumer satisfaction report.

The initiative which is in partnership with the West Africa Association of Customer Service Professionals (WASPs), according to them is aimed at changing the dynamics of how citizens are served by brands and service providers.

Speaking during the official presentation of the survey at the Airport Hotel, Ikeja, Yvonne Ohui MacCarthy, President, Customer Service Professionals and Board Chairperson, West Africa Association of Customers Service Providers (WAACSP) said, the primary purpose of the report was to enhance customer service in a comprehensive manner, thereby positively influencing the economy, and foster a culture of excellent service where customers are viewed as strategic priorities rather than mere transactional necessities.

According to to her, the survey report is to motivate brands and organizations to improve service delivery and help citizens to understand their rights.

“With the annual report in place we would be able to track progress year in, year out,” she pointed.

In her analysis of the result of the data that was collected for 2023, he noted that the result would help businesses to know the gaps and where they need to improve and what they need to do.

“The NCSI has come to stay, hope to get better and do its part to make sure we help customer service better in Nigeria. This is the first index report that was put together by a team of people in academia, people in industry and people who understand how Nigeria’s system work.

“So, this rating system has been put together to suit the purpose of what we are trying to do. Because we have to make sure that we are aligning the rating system to the vision that we have. Otherwise, we might use a rating system that does not allow people to do their best. They might just want to be mediocre so this is what the rating system like.”

She disclosed that the respondents who answered the questions were 100% Nigerians, comprising, 63% female and 37% male.

Also speaking at the event, member, Competition and Consumer Protection Tribunal, Mrs. Sola Salako-Ajulo commended the initiative and pointed out that having reviewed the data and insights provided by the Index, the country has thus been presented with a wealth of information that sheds light on the current state of customer service in our country.

She said, “The Index, in spite of all expected limitations, being the first effort, reflects the true state of customer service in Nigeria; which is at best, only fair and at worst, sadly dismal.
“As the Giant of Africa, we must aspire to do better than this.

The data showcases the challenges consumers face in the marketplace, but it also highlights the enormous opportunities for growth that businesses and service providers can explore to improve their bottom-line. Customer Service plays a pivotal role in shaping consumer perceptions and loyalty, so Nigerian businesses and service providers now have a tool to benchmark their performance, identify areas of improvement and ultimately deliver exceptional experiences to their customers,”

A major stakeholder and convener of Consumer Value Awards, Akonte Ekine, in his contribution commended the organisers for the initiative. He posited that sample population, demography and locations of the respondents are key factors to the outcome of any survey adding that the organisers had done well in the survey but there are rooms for improvement.

Earlier, the organizers had pointed out that it is important to get people from diaspora to also answer questions because their opinion are very important in the survey.

“The diaspora wouldn’t be biased they don’t live here. Most of them are not affiliated to any of the brands that are going to be featured here. So we have to start looking at probably going to places or sending people to places where they would have people who are not Nigerians enjoy the services from Nigerian organizations,” the organisers stated.

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