In a bid to gather valuable insights into customer experiences across Nigeria, the Nigeria Customer Service Index (NCSI) has launched an innovative survey platform allowing citizens to share their feedback on various service providers.
I had the opportunity to speak with Mrs. Jennifer Orode, the Head of Media and Communications at NCSI, who shared details about this initiative. “This marks the second edition of our annual customer service survey,” she stated. “Our survey site serves as the primary platform where individuals can rate the quality of services provided by banks, fintech companies, restaurants, telecommunications firms, hotels, hospitals, health maintenance organizations, government agencies, insurance companies, distribution companies, airlines, ride-hailing services, buses, and tertiary institutions.”
Mrs. Orode further discussed their methodology, saying, “We utilize eight service evaluation parameters along with two sector-specific questions to collect and analyze feedback. This data ultimately contributes to a comprehensive report on the state of customer service in Nigeria at the end of the year.”
To boost participation, NCSI has mobilized a team of over 1,000 volunteers who will reach out to the public both online and in person. “These volunteers will assist respondents in navigating the survey website, understanding the evaluation criteria, and completing the survey,” she explained.
The survey platform officially launched on July 1, 2024, and will accept responses throughout the year. Furthermore, the volunteer program began on September 1 and will continue until December 31, 2024.
