The Nigeria Customer Service Index (NCSI) has unveiled a survey platform aimed at gathering insights from Nigerians regarding the quality of services they receive from various service providers. This initiative, launched by the West Africa Association of Customer Service Professionals, represents a concerted effort to enhance customer satisfaction across the country. According to NCSI, this second edition of the survey seeks to engage citizens in a dialogue about their experiences and is seen as a crucial step toward addressing service deficiencies and boosting customer care standards in Nigeria.
According to Mrs. Jennifer Orode, the Head of Media and Communications at NCSI, the survey platform opened on July 1, 2024, and will be available for responses all year long. Over 1,000 volunteers are participating in this year’s survey, which underscores a growing commitment among Nigerians to improve service delivery. The volunteer program, which commenced on September 1 and will run for 16 weeks until December 31, 2024, is pivotal in promoting the initiative and ensuring broad community involvement.
The NCSI survey focuses on multiple sectors including banking, fintech, hospitality, telecommunications, and healthcare, providing a comprehensive landscape for feedback. Through its online platform, both citizens and non-citizens can assess the quality of services across these sectors. The survey employs eight service evaluation parameters along with two sector-specific inquiries, enabling a nuanced understanding of customer perceptions. This structured approach is crucial for fostering a data-driven review of service practices in Nigeria.
At the conclusion of the survey period, the NCSI plans to compile and analyze the data, producing a detailed report on the state of customer service in Nigeria. This report will not only document the findings but will also offer actionable recommendations based on the survey responses. Such insights are anticipated to benefit service providers, enabling them to identify areas for improvement and align their operations more closely with customer expectations.
Engaging volunteers is another cornerstone of NCSI’s initiative, as they will facilitate increased participation in the survey. These volunteers will assist respondents both online and offline, guiding them through the survey process and helping them understand the evaluation metrics involved. By ensuring that participants are well-informed, the NCSI aims to enhance the quality and accuracy of the feedback collected.
In recognition of their efforts, volunteers who successfully complete the program will receive certificates of participation and other benefits, serving to acknowledge their contributions to this social change initiative. Overall, the NCSI’s survey platform marks a proactive step toward elevating customer service standards in Nigeria, while encouraging active community engagement in shaping the service landscape.
