7th November, 2013
The fastest growing telecommunications services provider in Nigeria, Etisalat, has been named the ‘Best Customer Service Telecommunications Company’ by the Nigeria Customer Service Awards, NCSA, a pan-Nigerian not-for-profit organisation focused on customer values and service quality. The award was presented to the company at a ceremony held at Bolingo Hotel and Towers, recently.
Etisalat Nigeria, according to the customer advocacy group, passed customers’ assessment criteria for delivering service excellence and consistent quality. Customers across Nigeria had nominated Etisalat as their network company of choice, after which ‘mystery shoppers’, selected from various professional sectors, investigated customer feedback, customer care, company guidelines, staff and management process in relation to customer service.
According to Project Manager of the NCSA, Mr. Aliyu Ilias, Etisalat Nigeria emerged tops on all rating spheres, especially service recovery and response. “Etisalat is one of the companies that have been recognised as outstanding, according to Nigerians. In an attempt to know how companies operating in Nigeria respond to customer service issues, we elected a team of people who posed as actual customers, so they could investigate how companies were responding to customer issues. It is time to celebrate excellent services and companies that have been true.” Receiving the award, Manager, Call Centre Operations, Etisalat Nigeria, Ijeoma Okeke, informed the audience that Etisalat Nigeria would not relent in its efforts to guarantee customer satisfaction, both in terms of network quality and customer care.
She said: “We recognise that if you don’t give your customers value, someone else will. In today’s competitive market, excellent service guarantees that customers will always be present and business continues. This award is a reflection that, though a late entrant into the telecommunications industry, Etisalat is doing a good job of satisfying customers. It is a welcome boost.”
For its outstanding performance since the launch of commercial operations, Etisalat has also won the Nigerian telecoms industry’s first ever ‘Excellent Service and effective Collaboration with the Consumer Affairs Bureau to ensure access to Customer Care Help line’, along with several other awards including ‘Best Telecom Customer Service’, ‘Brand of the Year’, ‘Most Innovative Corporate Social Responsibility Company’, ‘Friendliest Tariff Mobile Operator’ and ‘Most Impactful Retail Design’.