Report to analyse state of customer service in Nigeria
10 October 2024 |
3:13 am
The Nigeria Customer Service Index (NCSI) has said that it is coming up with a report that would analyse the quality of services and customer experiences received from various service providers nationwide.
The Nigeria Customer Service Index (NCSI) has said that it is coming up with a report that would analyse the quality of services and customer experiences received from various service providers nationwide.
The report, NCSI Survey Platform, the body said, is expected to measure the standard of service providers provided by banks, fintech companies, eateries, GSM and internet service providers, hotels, hospitals, government agencies (MDAs), insurance companies, airlines, and e-cab services, among others.
Head of Media and Communications, NCSI, Jennifer Orode, said the survey, which is in its second edition, is an initiative of the West Africa Association of Customer Service Professionals (WAACSP), regulating the customer service body.
She said the yearly customer service survey platform has had over 1,000 Nigerians join the NCSI 2024 survey as volunteers, who are committed to improving service delivery across the country.
She said the NCSI survey platform that opened on July 1, 2024, is accepting responses throughout the year, while the volunteer programme, which runs for 16 weeks, began on September 1 and will conclude on December 31, 2024.
Orode said the NCSI survey site, www.nigeriacsi.org, is the core platform where citizens and non-citizens alike rate the standard of services provided by these service providers.
According to her, using eight service evaluation parameters, along with two sector-based questions, the NCSI collects and analyses feedback, culminating in a comprehensive report at the end of the year on the state of customer service in Nigeria.
The report, Orode said, would also provide actionable recommendations based on citizens’ feedback. She stressed that over 1,000 volunteers would engage both online and in person to encourage participation in the survey, assisting respondents in navigating the website, understanding the evaluation parameters, and completing the survey.
She added that volunteers who complete the programme would receive a certificate of participation, along with other benefits, as recognition of their contributions to the social change initiative.
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