West Africa Association of Customer Service Professionals, WAACSP, has introduced a customer satisfaction survey portal that aims to improve the quality of service delivery in Nigeria.
WAACSP is the umbrella body of customer service practitioners in the ECOWAS region.
Through the Nigeria Customer Service Index, NCSI, portal, www.nigeriacsi.org, citizens can submit views on state of service delivery they experienced.
Frontier News gathered that it is the first multi-sector customer satisfaction survey platform in Nigeria that gives customers the opportunity to give feedback on the quality of service delivery across the different sectors and also gauge the state and quality of services they render.
WAACSP Board Chairperson, Yvonne Ohui MacCarthy, in a statement, said the index would receive submissions which would be analysed and collated to produce periodic reports with the aim of showing the growth or otherwise in service delivery sector by sector.
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She said: “The index will rank and rate organisations, show indices, present trends and highlight ways to improve service quality.
“The NCSI annual report will release Nigeria’s overall customer satisfaction scores, ranking and rating in comparison to global standards; report on our service culture as a nation; release Customer Service score rating and national ranking for each sector and release companies ranking, scores in their respective sectors, peer to peer report, service improvements and shortfalls.
“The survey portal is open and accepting submissions for the year 2023.”
In March, the portal’s trial ran for a period of 21 day, recording 6,307 responses, an indication to public receptiveness to this initiative.
MacCarthy added: “This year’s survey will cover nine sectors divided into 17 sub sectors, including: banking, telecoms, fintech, insurance, transportation, DISCOs, HMOs, MDAs, etc., using eight evaluating parameters and two sector based questions to garner data and provide insight to challenges with service delivery and quality.
“Overall, a projection of over 400 organisations are expected to be rated with an estimated 200,000 submissions over an eight month survey period for 2023 with a growth forecast of 13-19 per cent year on year subsequently.
“This promises to be the biggest data bank of consumer behavior, experience, expectation, perception etc that will be available for mining by organisations, the data analytics community, businesses, investors, and the general public with a view to understanding and improving service delivery.
“The index is wholly a nonpartisan, non-governmental and a not-for-profit initiative aimed primarily to raise public consciousness to good and quality customer service, task organisations to improve service delivery and forge continuous improvement along the CS value chain.
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“At the end, consumers, organisations and the nation will benefit from it.
“The NCSI initiative is the second of such customer satisfaction portal we are pioneering, having conceptualised and powered the Ghana Customer Service Index in 2017 which is now a national event that has changed and improved the quality of service delivery in Ghana.
“Organisations, public and private look to the GCSI report each year to access their performance in customer service.
“The GCSI has improved business growth, investment in training, human capital development, sector growth and marginal addition to Ghana’s GDP. We believe the NCSI will achieve more because it has a bigger economic landscape.
“Great effort has been inputted on this project including understanding and identifying the sectors for rating the culture and business climate of Nigeria and it’s over 200 million citizens. We are convinced this project will improve service delivery, growth, organisational responsibility and citizens confidence.”
