The Research and
Consultancy team at the Commonwealth Telecommunications Organisation (CTO) has
completed a Nationwide Consumer Satisfaction Survey with the Nigerian
Communications Commission (NCC).
Manager Programmes, at
CTO, Kojo Boakye confirmed this to DigitalSENSE
Business News, saying that over 50,000 Nigerians responded to a detailed
questionnaire that was designed to help the NCC understand consumers’
perceptions of the quality of ICT services.
Boakye also said that
the survey provided insight on the kind of services Nigerians are enjoying from
Internet Service Providers (ISPs), fixed line and mobile operators.
The manager said that using
the data derived from the survey, the CTO created a consumer satisfaction index
that will ensure the NCC could continuously monitor and record levels consumer
satisfaction and Quality of Service.
“This project was
intended to help Nigerian service providers meet consumers’ expectations in the
future and enable the Nigerian Communications Commission to continue striving
for improved quality of service and higher levels consumer satisfaction,” Boakye
said, while announcing the completion.
CTO further said that among
other things, the final reports for the project present consumer complaints’
profile and frequency of consumer experience; recommendations for the various
services; consumer awareness of their rights, benefits and the obligations of
service providers; recommendations for how consumer awareness of their rights
could be improved; possible compensation/remedies to consumers; and a Consumer
Satisfaction Index for the NCC.
Remmy Nweke/DigitalSENSE Business News
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