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WAACSP Unveils Customer Service Index

THE West Africa Association of Customer Service Professionals the umbrella body for customer service practitioners in the ECOWAS region, has recently unveiled the Nigeria Customer Service Index.

According to the association, the initiative involves the launch of a customer satisfaction survey portal with the primary goal of enhancing service delivery in Nigeria.

The Nigeria Customer Service Index is the first multi-sector feedback platform for Nigerian customers to assess service quality across industries, providing them with the opportunity to voice their opinions and contribute to improving service standards in Nigeria.

It claimed in a statement that through the NCSI, submitted feedback will be analysed and compiled to generate periodic reports. These reports will demonstrate the sector-by-sector growth or areas for improvement in service delivery.

It added that the NCSI would rank and rate organisations, present indices and trends, and provide valuable insights to enhance service quality.

According to the association, this year’s survey will cover nine sectors divided into 17 sub-sectors using eight evaluating parameters and two sector-based questions to garner data and provide insight into challenges with service delivery and quality.

“A projection of over 400 organisations is 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,” it said.

It noted that the index is wholly a nonpartisan, non-governmental, and not-for-profit initiative aimed primarily at raising public consciousness of good and quality customer service, tasking organisations to improve service delivery and forge continuous improvement along the customer service value chain.


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