Modupe Gbadeyanka
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.
