NCSI unveils index report to strengthen customer-service in the marketplace
By Abimbola Mohammed
The Nigeria Consumer Service Index (NCSI), a multi sector platform that measures customer satisfaction across diverse sectors in Nigeria, has presented the result of its multi-sector survey.
The initiative which aimed at changing the dynamics of how citizens are served by brands and service providers, was a partnership between NCSI and West Africa Association of Customer Service Professionals (WASPs).
Speaking during the official presentation of the survey at the Airport Hotel, Ikeja, Lagos on Wednesday, Board Chairperson, WAACSP, Ms. Yvonne McCarthy, said the primary purpose of the report was to enhance customer service in a comprehensive manner, thereby positively influence the economy, and foster a culture of excellent service where customers are viewed as strategic priorities rather than mere transactional necessities.
She added that the survey report is to motivate brands and organizations to improve service delivery and help citizens to understand their rights.
She said, “With the annual report in place we would be able track progress year in, year out.”
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. It hopes 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 suits 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.”
Speaking further, she disclosed that 63% of the respondents who answered questions while working on the report were female, 37% were men and 100% were Nigerians.
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 Award, Akonte Ekine, in his short contribution at the event commended the organisers for the initiative while also saying sample population should be improved upon among many other things.
Earlier, the organizers had pointed out that it is important to get people from diasporas to also answer questions because their opinion are very important in the survey.
“The diasporas 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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