Wednesday, 17 April

Strengthening customer service: NCSI unveils index report

General News
Yvonne McCarthy (Middle)

The Nigeria Consumer Service Index (NCSI), a multi-sector platform aimed at gauging customer satisfaction across various industries in Nigeria, recently unveiled the results of its comprehensive survey.

This initiative, a collaborative effort between NCSI and the West Africa Association of Customer Service Professionals (WASPs), seeks to revolutionize how brands and service providers interact with citizens.   

At the official presentation of the survey results held at the Airport Hotel, Ikeja, Lagos, Yvonne McCarthy, Chairperson of WAACSP, highlighted the report's objective to elevate customer service standards comprehensively.     

Ms McCarthy emphasised the potential of improved customer service to positively impact the economy and cultivate a culture where customers are prioritised strategically, rather than treated merely as transactional entities. The survey aims to motivate brands and organizations to enhance their service delivery while empowering citizens by informing them of their rights.

Ms McCarthy also underscored the importance of the annual report in tracking progress over time, aiding businesses in identifying areas for improvement. Notably, the NCSI employs a rating system tailored to align with its vision, ensuring it encourages excellence rather than mediocrity.

Furthermore, analysis of the 2023 data revealed significant insights. Notably, 63% of respondents were female, 37% were male, and all participants were Nigerian.

Mrs. Sola Salako-Ajulo, a member of the Competition and Consumer Protection Tribunal, lauded the initiative, emphasizing its role in shedding light on the state of customer service in Nigeria.

Akonte Ekine, a stakeholder and convener of the Consumer Value Award, commended the organisers while suggesting improvements, particularly in sample population selection.

The organisers acknowledged the importance of including input from the diaspora, recognising their unbiased perspective as valuable in the survey.