NCSI Opens Survey Platform on State of Customer Service in Nigeria

Oluchi Chibuzor 

The Nigeria Customer Service Index (NCSI) has announced the opening of a survey platform for Nigerians to provide feedback on the quality of services and customer experiences received from various service providers nationwide.

Head of Media and Communications, NCSI, Mrs. Jennifer Orode, in a statement, said the survey, which is in its second edition, is an annual customer service survey platform.

She said the NCSI survey site, is the core platform where citizens and non-citizens alike rate the standard of services provided by banks, fintech companies, eateries, GSM and internet service providers, hotels, hospitals, HMOs, government agencies (MDAs), insurance companies, Discos, airlines, e-cab services, buses, tertiary institutions, among others.

According to her, “using eight service evaluation parameters, along with two sector-based questions, the NCSI collects and analyses feedback, culminating in a comprehensive report at the end of the year on the state of customer service in Nigeria.”

She stressed that over 1,000 volunteers would engage both online and in person to encourage participation in the survey, assisting respondents in navigating the website, understanding the evaluation parameters, and completing the survey.

She said the NCSI survey platform opened on 1st  July,  2024, and is accepting responses throughout the year, while the volunteer programme, which runs for 16 weeks, began on September 1st and will conclude on 31st December,  2024.