Telecoms Sector Among Top Performers in Customer Satisfaction – NCSI Report

An annual survey by the Nigeria Customer Service Index (NCSI) has ranked the telecommunications sector among the industries showing significant improvements in customer satisfaction.

The NCSI made this announcement on Monday in Lagos during a press conference to present its 2024 report on customer service in Nigeria.

The report placed the telecoms sector alongside the public sector, healthcare, transportation, and financial services as industries that recorded notable customer service progress.

The NCSI survey, conducted annually, assesses customer satisfaction across various sectors in Nigeria, offering organisations insights to enhance their service delivery.

According to the report, Nigeria’s telecoms sector experienced a notable improvement in customer service, with the Global System for Mobile Communications (GSM) segment scoring 61% and Internet Service Providers (ISPs) achieving 71%.

It stated that the overall customer satisfaction rating for the telecoms sector comprising GSM operators and ISPs stood at 63%, reflecting a 4.6% increase compared to 2023.

The growth in the sector was attributed to ISPs’ improved performance, which saw their customer satisfaction rating rise to 71% from the previous year.

In the GSM category, MTN topped customer satisfaction ratings with 66%, followed by Airtel (64%), Globacom (62%), and 9mobile (52%).

Among ISPs, FiberOne led with 76%, followed by IPNX (74%), Starlink (68%), Spectranet (66%), and Smile (65%).

The NCSI report also evaluated other sectors, including finance, hospitality, and healthcare.

According to the survey, the finance sector recorded a 72% customer satisfaction rating, marking a 6.2% increase from 2023.

In the banking sub-sector, Wema Bank topped the rankings with 72%, followed by First Bank (66%), Sterling Bank and Access Bank (66%), and UBA (65%).

“In the Fintech sub-sector, Opay emerged as the top performer with 81%, followed by Moniepoint (78%), Paystack and PalmPay (77%), and Flutterwave (73%).

“However, the E-commerce sector saw a decline in customer satisfaction, dropping from 68% in 2023 to 60% this year.

“Slot led the E-commerce sector with 74%, followed by Jumia (72%), Konga (68%), and Jiji (65%),” the report stated.

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The NCSI report also highlighted key performers in other sectors, with the transportation sector scoring 73%, hospitality 72%, healthcare 70%, real estate 62%, and power 61%.

However, it identified underperforming sectors, including E-commerce (60%), power (61%), and real estate (62%).

The survey further identified the companies with the lowest customer satisfaction ratings in their respective sectors, including 9mobile (GSM – 52%), Smile (ISPs – 65%), Jiji (E-commerce – 65%), and UBA (Banking – 65%).

According to the NCSI, the findings were based on a survey of over 16,000 customers, who rated their experiences across different sectors.

The online survey covered respondents from Lagos, Abuja, Oyo, Kaduna, Rivers, and Enugu, representing diverse age, education, and income brackets.

Speaking on the significance of the Nigeria Customer Service Index (NCSI), Olatunji Adeleye, Head of Customer Service at Lafarge Plc, described it as a pioneering benchmark introduced in 2023 to enhance customer service standards in Nigeria.

Adeleye, also a fellow of the West Africa Association of Customer Service Professionals (WAACSP), stated:

“The Index encourages sectors to introspect and identify areas for improvement.

“As a nation, we must recognise the importance of treating all customers with respect and dignity, regardless of their background or profile.”

He noted that the NCSI report offers valuable insights into customer service performance, highlighting strengths, weaknesses, and opportunities for growth, which can inform strategies for better service delivery.