The Nigeria Customer Service Index has launched a survey platform for Nigerians to provide feedback on the quality of services and customer experiences from various service providers across the country.
In a release on Thursday, NCSI announced that the platform is an initiative of the West Africa Association of Customer Service Professionals, Africa’s leading customer service organization, according to The PUNCH.
The Head of Media and Communications at NCSI, Mrs Jennifer Orode, said, “The survey, which is in its second edition, is an annual customer service survey platform that has had over 1,000 Nigerians join the NCSI 2024 survey as volunteers, who are committed to improving service delivery across the country.
“The NCSI survey platform opened on July 1, 2024, and 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.”
According to Orode, the NCSI survey website serves as the central platform for both citizens and non-citizens to rate the quality of services provided by banks, fintech companies, eateries, GSM and internet service providers, hotels, hospitals, and more.
She stated that the NCSI employs eight service evaluation parameters, along with two sector-specific questions, to collect and analyze feedback. This process results in a comprehensive report at the end of the year on the state of customer service in Nigeria.
She noted that the report would include actionable recommendations derived from citizen feedback.
She pointed out that over 1,000 volunteers would engage both online and in person to promote participation in the survey, assisting respondents in navigating the website, understanding the evaluation parameters, and completing the survey.
Orode added that volunteers who complete the program would receive a certificate of participation, along with other benefits, as recognition of their contributions to the social change initiative.
