The Nigeria Customer Service Index (NCSI) has introduced a new platform designed for Nigerians to provide their feedback on the quality of customer service offered by various service providers across the country.
In a statement on Thursday, NCSI announced that this survey initiative is spearheaded by the West Africa Association of Customer Service Professionals, the foremost customer service organization in Africa.
Jennifer Orode, the Head of Media and Communications for NCSI, revealed, “This platform, now in its second year, serves as an annual feedback tool. Over 1,000 Nigerians have already signed up as volunteers for the 2024 edition, all dedicated to enhancing the quality of service delivery in the nation.
Launched on July 1, 2024, the survey is open for responses throughout the year. Meanwhile, the volunteer program, which spans 16 weeks, kicked off on September 1 and will run until December 31, 2024.”
Orode further elaborated that the NCSI survey website is the primary avenue through which both citizens and non-citizens can assess the service standards of various sectors, including banks, fintech firms, restaurants, telecom and internet providers, hotels, and healthcare facilities.
The survey employs eight service evaluation criteria, paired with two sector-specific queries, to gather and process responses. At the end of the year, this data is compiled into a comprehensive report detailing the state of customer service in Nigeria, complete with practical recommendations based on the feedback received.
Additionally, Orode emphasized that more than 1,000 volunteers will assist in promoting the survey, both online and offline, helping participants understand the evaluation criteria and guiding them through the survey process on the website.
Volunteers who complete the program will receive certificates of participation, along with other benefits, as a token of appreciation for their role in driving this social initiative forward.
