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Economy

Supermarket, Pharmacy Top Service Delivery Ranking in Nigeria

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Customer Service Awards Limited

By Modupe Gbadeyanka

The supermarket and pharmacy sub-sector of the economy has been ranked the highest in service delivery in Nigeria.

The ranking was conducted by Customer Service Awards Limited in its 2017 Nigeria Customer Service rating, where the above sub-sector raked 77.97 percent.

This was followed by the oil and gas, which scored 77.15 percent and Telecommunication, which garnered 70.13 percent.

According to Customer Service Awards Limited, the research was based on staff attitude and conduct, product and process knowledge as well as ambiance and general appearance.

Managing Director Customer Service Awards Limited and also a Customer experience management expert, Dr Aliyu Ilias, the purpose of this research was to examine the service quality delivery, customer satisfaction and customer experience of the top 14 industries in Nigeria in 2017, using data from the Market Research/service quality monitoring conducted by Nigeria Mystery Shopper Provider. The Research was conducted in bid to achieve standard and credibility.

Speaking in a recent interview, Mr Ilias further explained that in staff attitude and conduct performance, the banking industry scored 19.64 percent, insurance sector 17.5 percent, Pension industry 22.79 percent, telecommunication industry 23.79 percent, travel and tour 17.56, percent mall 18.7 percent were all ranked second while visa processing sector was ranked third with 23.56 percent.

He also said ‎the data was collected on the three service parameters across the 14 chosen economic sectors, staff attitude and conduct staff product/process knowledge, with the sector’s performance across each service parameter interpreted and carefully analysed.

According to him, the haulage, aviation and insurance sector had the lowest performance in the area of staff attitude and conduct and, ambiance and staff appearance.

In the area of process/product knowledge, haulage recorded a small step ahead of the visa processing and media sectors. Across the three critical success factors considered, the performance of the haulage sector was poor.

All indications across the measurement parameters proved that much needed to be done towards achieving excellent service delivery especially in the haulage, media, and aviation industries.

Feedbacks from opinion polls and voice of the customers especially proved they (customers) were dissatisfied with virtually every stage of customer service delivery in the haulage and aviation sector.

To correct these and resuscitate the dying image of the Nigerian aviation and haulage sector, organizations were advised to prioritize positive attitudinal displayed to customers among staff members and prioritize re-branding by paying close attention to processes, ambience, attitude  and cleanliness at different outlets and cleanliness in staff appearance.

Customer Service Awards Limited said it has identified, through this research, a strong link between excellent service delivery in all service areas and profitability for any organization that intends to be upwardly mobile.

Modupe Gbadeyanka is a fast-rising journalist with Business Post Nigeria. Her passion for journalism is amazing. She is willing to learn more with a view to becoming one of the best pen-pushers in Nigeria. Her role models are the duo of CNN's Richard Quest and Christiane Amanpour.

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Economy

NGX Lauds Stanbic IBTC’s role in Enhancing Investor Confidence, Market Safety

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stanbic ibtc nominees at 30

By Aduragbemi Omiyale

Stanbic IBTC Nominees Limited has been commended for its critical role in the Nigerian capital market, especially for safely keeping non-pension assets.

For the past 30 years, the company has provided custody services in Nigeria, and to celebrate this milestone, it was honoured with a closing gong ceremony at the Nigerian Exchange (NGX) Limited.

The milestone reflects the institution’s longstanding contribution to investor confidence and the continued development of the nation’s capital market.

Welcoming the organisation to Customs Street, the chief executive of NGX, Mr Jude Chiemeka, commended its three decades of custody services, recognising the firm’s role in strengthening investor confidence and enhancing market safety.

He highlighted NGX’s continued investment in technology, which he said has enabled over 2.6 million active retail investors to trade on the platform.

“Technology continues to be at the heart of our strategy,” Mr Chiemeka said, noting that a vibrant and secure marketplace remains essential to investor participation.

In his remarks, the chief executive of Stanbic IBTC Bank, Mr Wole Adeniyi, thanked NGX for its continued partnership, saying, “We are thrilled to be here today, commemorating not just our journey, but also the remarkable progress made by the NGX.”

He noted that the collaboration between the two institutions has continued to drive innovation, product development and thought leadership across the industry.

“We are dedicated to raising standards within the industry as part of Standard Bank Group. Our focus remains driving the growth and development of Nigeria’s capital market. Indeed, Nigeria is our home, and we drive her growth,” he added.

The chief executive of Stanbic IBTC Nominees, Mr Babatunde Majiyagbe, reflected on the evolution of the business from the era of physical share certificates stored in fireproof vaults to today’s fully dematerialised market, where securities are held electronically.

“We started with holding custody of physical certificates, investing in vaults with fire and dust protection, so those certificates could be presented when needed,” Mr Majiyagbe recalled, noting that while the market has evolved significantly, the commitment to service excellence has remained unchanged.

“What has endeared a lot of investors to the market is that they are dealing with a reputable organisation like ours. We are high on good governance, and high on technology, making the process of investment in Nigeria easier,” he said.

Mr Majiyagbe added that Stanbic IBTC Nominees’ role goes beyond just attracting foreign portfolio investment (FPI) and capital.

“For us, it’s not just about FPI; but also about the value we have delivered over 30 years. Stanbic IBTC Nominees continue to be the eyes and ears of foreign and domestic investors in our market,” he stated.

Mr Majiyagbe added that the firm has also supported the development of market rules and safeguards, noting: “We have, over the years, advocated for growth, change, transformation and stability in our capability to provide services to domestic and foreign portfolio investors continuously.”

The deputy chief executive of Stanbic IBTC Bank and Chairman of Stanbic IBTC Nominees, Mrs Bunmi Dayo-Olagunju, said the next phase of growth will build on the institution’s legacy of trust.

“For 30 years, we’ve delivered growth, security, and client confidence. That’s why investors have stayed with us and why new business keeps coming.

“Our target for this new phase of growth is simple: build on that trust and ride the acceleration in Nigeria’s economic activity.

“With custody, settlement, capital raise, and advisory integrated on one platform, we’re not just a custodian. We’re an infrastructure. We look forward to building on that trust for generations to come, serving both local and international clients. Hopefully, we’ll have another 100 years of maintaining that trust with local and international markets,” Mrs Dayo-Olagunju said.

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Economy

Local Stock Market Indices Remain in Red Amid Positive Market Breadth Index

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stock market indices

By Dipo Olowookere

The positive market breadth index recorded by the Nigerian Exchange (NGX) Limited could not save it from further claws of the bears on Friday.

The major performance indicators, the All-Share Index (ASI) and the market capitalisation, depreciated by 0.03 per cent and 0.01 per cent, respectively.

The ASI was down by 78.58 points to 245,283.68 points from the previous day’s 245,362.26 points, and the market capitalisation receded by N14 billion to N158.326 trillion from Thursday’s N158.340 trillion.

Business Post reports that market participants traded 943.0 million equities valued at N46.7 billion in 55,480 deals compared with the 2.1 billion equities worth N230.8 billion transacted in 48,231 deals a day earlier.

This implied that the trading volume shrank by 55.10 per cent, the trading value reduced by 79.77 per cent, and the number of deals surged by 15.03 per cent.

An analysis of the sectoral performance showed that the consumer goods space crashed by 0.60 per cent and the energy index went down by 0.09 per cent.

However, the banking sector improved by 1.90 per cent, the insurance counter expanded by 0.75 per cent, and the industrial goods segment soared by 0.10 per cent.

There were 33 appreciating stocks and 29 depreciating stocks during the last trading session of the week and month of July, indicating bullish investor sentiment despite the poor outcome.

CAP lost 9.97 per cent to trade at N128.25, Veritas Kapital depreciated by 9.49 per cent to N1.43, Vitafoam Nigeria slipped by 7.70 per cent to N179.80, The Initiates dipped by 6.67 per cent to N28.00, and NAHCO crashed by 6.63 per cent to N155.00.

Conversely, Eterna gained 10.00 per cent to sell for N33.00, Consolidated Hallmark also grew by 10.00 per cent to N8.36, McNichols expanded by 9.52 per cent to N5.75, Honeywell Flour increased by 8.96 per cent to N18.25, and First Holdco chalked up 8.00 per cent to quote at N129.55.

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Economy

NASD Securities Exchange Gains 0.99%, Market Cap Rises to N2.66trn

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unlisted securities exchange

By Adedapo Adesanya

The NASD Over-the-Counter (OTC) Securities Exchange extended its bullish run on Friday, July 31, by 0.99 per cent.

This raised the NASD Security Index (NSI) by 43.54 points to 4,431.71 points from 4,388.17 points, and lifted the market capitalisation by N26.13 billion to N2.659 trillion from N2.633 trillion.

The growth came amid a significant decline in the activity level, as the volume of securities decreased by 73.0 per cent to 690,990 units from 2.6 million units, the value of securities slid by 15.0 per cent to N75.0 million from the preceding session’s N88.3 million, and the number of deals contracted by 31.6 per cent to 26 deals from the 38 deals recorded a day earlier.

The most active stock by value on a year-to-date basis remained Great Nigeria Insurance (GNI) Plc, with a turnover of 3.4 billion units valued at N8.4 billion, trailed by Infrastructure Credit Guarantee (Infracredit) Plc with 2.3 billion units sold for N6.5 billion, and Central Securities Clearing System (CSCS) Plc with 76.6 million units exchanged for N5.5 billion.

The most active stock by volume on a year-to-date basis was also GNI Plc, with the sale of 3.4 billion units worth N8.4 billion, followed by Infracredit Plc with 2.3 billion units transacted for N6.5 billion, and Resourcery Plc with 1.1 billion units traded for N415.7 million.

Investor sentiment was bullish yesterday after a positive market breadth index triggered by five price gainers and two price losers, led by 11 Plc, which gave up N14.99 to close at N225.01 per share versus the previous day’s N240.00 per share, and MRS Oil Plc, which shed N14.55 to settle at N132.00 per unit versus N146.55 per unit.

However, Nipco Plc gained N41.50 to sell at N456.50 per share compared with the preceding session’s N415.00 per share, FrieslandCampina Wamco Nigeria Plc appreciated by N12.93 to N147.93 per unit from N135.00 per unit, Nitrox Industrial Gases Plc improved by N1.00 to N20.00 per share from N19.00 per share, CSCS Plc soared by 54 Kobo to N102.00 per unit from N101.46 per unit, and Industrial and General Insurance (IGI) Plc jumped by 1 Kobo to 50 Kobo per share from 49 Kobo per share.

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