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Telecommunications Companies Face Criticism as 32% of Subscribers Rate their Services Poorly and Request Better Quality
In Nigeria, many people are unhappy with the services provided by telecommunications companies. A recent report from the West African Association for Customer Service Professionals (WAACSP) shows that 32% of telecom subscribers rate services poorly. This is despite some improvements in customer service. The main companies affected are MTN, Airtel, Globacom, and 9mobile.
The report looked at how well different sectors in Nigeria handle customer service. It checked things like trust, professionalism, and how well companies resolve complaints. While 45% of people said they were happy with the customer service from mobile network operators, a significant 32% of telecom subscribers still rate services poorly. This shows that there’s a lot of work to be done to make customers happy.
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Building trust is key to keeping customers satisfied. Companies need to be transparent, reliable, and care about their customers’ needs. Professionalism is also important. Employees should be respectful, patient, and willing to help solve problems.
Internet service providers also faced criticism, with 19% of subscribers unhappy. However, some providers like FibreOne and IPNX got positive feedback from over 70% of their customers. On the other hand, eCommerce platforms within the telecommunications ecosystem are struggling. They face issues like unreliable delivery systems and low trust from consumers.
Nigeria’s telecommunications sector has grown a lot recently, contributing to the country’s digital economy. The sector is expected to grow even more, with a GDP growth rate of 14%. This growth is driven by more people using data services and mobile internet. However, there are challenges. High costs, many taxes, inconsistent power supply, and limited internet access in rural areas are all problems. These issues have left many telecom subscribers rating services poorly.
Despite these challenges, there are opportunities for improvement. New technologies like 5G and efforts to expand internet access could help improve services. The government’s National Broadband Plan aims to address some of these issues and promote development across the sector.
In eCommerce, there’s been growth but also setbacks. While more people are using the internet, issues like cybercrime and poor payment systems are holding things back. Popular platforms like Jumia and Konga got positive feedback, but they still face challenges in keeping customers’ trust.
To fix these problems, companies need to focus on their customers. This means training employees to care about customer needs and using technology to make services better. Companies should also look at how other successful businesses around the world handle customer service and learn from them.
Overall, both telecommunications and eCommerce sectors need to make big changes to improve customer satisfaction. With 32% of telecom subscribers rating services poorly, it’s clear that these companies need to do more to make their customers happy.
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