General
Schneider Electric Shares Insights on Improving Customer Satisfaction
In recognition of Customer Service Week 2023 (October 2 – 6), Schneider Electric shares valuable insights on improving customer satisfaction.
Ajibola Akindele, Country President, Schneider Electric, West Africa, shares strategies and insights on how Schneider Electric has built long-lasting customer relations over the years through customer satisfaction.
How would you describe Customer Service?
The heart of Schneider Electric is its customer service. It represents our guiding principles and is essential to how we conduct business every day. At Schneider Electric, we consider providing exceptional customer service to be more than just a department, but rather a part of who we are. Putting customers first, making sure they are satisfied, and developing enduring relationships are the top priorities of our entire company.
How relevant is managing Customer Experience in Schneider Electric?
At Schneider Electric, our mission is clear: to enable everyone to utilize our energy resources to the fullest, bridging development and sustainability for all. Our top priority is the thorough management of the customer experience.
Our commitment to managing customer experience is not merely a business strategy; it is our guiding compass. It is a strategic imperative that resonates throughout every facet of our organization. We understand that providing excellent customer service is more than just a means to an end; It is the key that not only unlocks the door to acquiring new clients but also firmly secures the loyalty of our existing ones.
Moreover, our commitment to superior customer service goes beyond the realm of financial gains. It is a testament to our integrity and commitment to our stakeholders. By delivering unparalleled experiences, we fortify our brand’s reputation in the marketplace and become known not just for our products and services.
In the journey toward achieving excellence, our unwavering focus on managing the customer experience is our propeller. It compels us to innovate, to listen attentively to the needs and aspirations of our customers, and to evolve continuously. It empowers us to not only meet but exceed expectations, setting new standards of excellence in the industry.
How quickly do you think customer feedback should be implemented?
We are aware of how critical timely and efficient feedback implementation is. Our commitment to responding to customer feedback is demonstrated by our 24-hour call-back guarantee following each submission of feedback. Every comment we receive is taken seriously, and we use it to pinpoint problems and put creative fixes in place that steadily raise customer satisfaction.
How does Schneider Electric stay focused on delivering quality products and services to its customers?
Quality is given top priority by Schneider Electric through strict standards, innovation, employee development, and supplier alliances. Their dedication to providing high-quality goods and services is further reinforced by a customer-centric strategy, continuous improvement, sustainability focus, and certifications. Consistent quality and customer satisfaction are guaranteed by this all-encompassing strategy.
How do you build long-term relationships with customers?
Our approach to customer service is based on consistency. No matter the different markets or geographic locations, our strategy is constant. Our common goal is to establish trusting relationships with our clients and give them a sense of value. We know that investing in good customer service involves more than just finding solutions to issues; it also entails building long-lasting relationships.
How does Schneider Electric measure and track Customer Satisfaction and Loyalty?
We have an extensive (Customer Voice Program) through which we gauge and track customer loyalty and satisfaction. In addition, we use post-interaction surveys for this program that allow us to determine how satisfied customers are with each interaction. To better understand our processes and make them better over time, effective communication is essential.
How does Schneider Electric ensure consistent customer service and relationship management across different regions and markets?
We accomplish this by combining standardized global procedures, extensive training programs, and regionally focused teams. Our strategy fosters enduring connections on a global scale by fusing adaptability with a steadfast dedication to customer satisfaction.
Which organizational activity plays the most significant role in building customer service, or is every activity aligned to the same objective?
At Schneider Electric, every activity is centred around our customers. Without customers, no business can thrive. Customer satisfaction and quality are not confined to a single department; they are ingrained in our DNA. Our customers can easily reach out to any of our sales personnel, contact us through our customer care hotlines and emails, or visit our website for assistance.
What significance does Customer Service Week hold for Schneider Electric?
For Schneider Electric, Customer Service Week holds profound significance because it is vital for the success of any business. Irrespective of the industry or the nature of products or services offered, customers expect excellent customer service. Customer Service Week serves as a reflection of our commitment to continually enhance our service and strengthen our partnership with our customers. It’s an expression of gratitude for the unwavering support we receive.
In addition, Customer Service Week is globally recognized as a symbol of hope and optimism. In a world often marked by divisions, it reminds us of our interconnectedness and shared responsibility in creating a more customer-centric world.
In conclusion, customer service is not just a function within Schneider Electric; it is the essence of our organization. Every activity, every initiative, and every interaction is geared towards ensuring customer satisfaction, building quality products and services, and nurturing long-term relationships. Our dedication to customer service is unwavering, and we look forward to celebrating Customer Service Week with our valued customers worldwide. Thank you for entrusting us with your business, and we remain committed to serving you better.
What advice would you give to other companies looking to enhance their customer service efforts during special occasions like Customer Service Week?
It all starts with recognizing and appreciating your customer service teams when trying to improve customer service efforts during celebrations like Customer Service Week. Invest in their education and growth. Give them the tools they need to exceed customers’ expectations by giving them the skills they need.
Promote an environment that values active listening and empathy. It makes a huge difference when your team can genuinely connect with customers.
The encouragement of departmental cooperation and teamwork. This can facilitate problem-solving more quickly and enhance the general customer experience.
Finally, get input from both customers and staff. You can create a culture of excellence that benefits both your business and your customers by honouring and supporting your customer service team on special occasions.
By Modupe Gbadeyanka
The Speaker of the Rivers State House of Assembly, Mr Martin Amaewhule, has defected to the All Progressives Congress (APC).
At the plenary on Friday, Mr Amaewhule joined the ruling party from the opposition Peoples Democratic Party (PDP), along with 15 other members of the state parliament.
This development comes some months after they had earlier declared their support for the APC in the wake of a crisis with the state governor, Mr Sim Fubura.
The lawmakers had an issue with Mr Fubura, which led to a state of emergency declared on the oil-rich state by President Bola Tinubu in March 2025.
This embargo was only lift in September 2025 after the duration of the six-month emergency rule in the state.
A few days ago, members of the Rivers Assembly passed a vote of confidence on President Tinubu, backing him to remain in office till 2031, when he would have spent eight years in office if re-elected in 2027.
Announcing their defection today, the lawmakers pinned their decision on the crisis rocking the PDP at the national level.
It is not certain if their political godfather, Mr Nyesom Wike, who is the current Minister of the Federal Capital Territory (FCT), will join them in APC.
Mr Wike, who governed Rivers State from 2015 to 2023, has been accused of instigating the crisis in the opposition PDP. He was expelled from the party last month at a national convention held in Ibadan, Oyo State.
By Adedapo Adesanya
The Petroleum and Natural Gas Senior Staff Association of Nigeria (PENGASSAN) has warned that Nigeria risks massive brain drain in the oil and gas sector due to poor remuneration.
The president of PENGASSAN, Mr Festus Osifo, said at the end of the National Executive Council (NEC) meeting of the union on Thursday in Abuja that the industry was facing challenges arising from Naira devaluation and inflation, noting that, oil and gas skills remained globally competitive.
Painting an example, he said, “A drilling engineer in Nigeria does the same job as one in the US or Abu Dhabi,” noting that the union must take steps to bridge the wage gap to prevent members from leaving the country for better opportunities abroad.
“If we don’t act, the brain drain seen in other sectors will be child’s play,” he said.
According to him, PENGASSAN has recorded significant gains through collective bargaining across oil and gas branches.
“We signed numerous agreements across government agencies, IOCs, service and marketing sectors,” he said.
He said the agreements brought relief to members facing rising costs of living, adding that, the association’s duty is to protect members’ jobs and enhance their pay.
Mr Osifo urged companies delaying salary reviews and those foot-dragging as a result of the prevailing economic realities, to do the needful.
He said the industry employed some of the nation’s best talents, making competitive pay critical to retaining skilled workers.
“This industry recruits the best. Companies must provide the best conditions,” he said.
On insecurity, Mr Osifo urged government to take decisive action against terrorism and kidnappings across the country.
“We are tired of condemnations. government must expose sponsors and protect citizens,” he said.
He urged government at all levels to prioritise tackling insecurity through better funding and equipment for security agencies.
Mr Osifo said PENGASSAN supported calls for state police to improve local security response, adding that decentralising policing will protect citizens better than rhetoric.
He also said economic indicators meant little, if food prices remained high and farmers could not return to farms due to insecurity.
“Nigerians want to see food on the table, not macroeconomic figures,” he said, urging the government to coordinate fiscal and monetary policies to ensure economic gains reach households.
By Adedapo Adesanya
Nigeria’s crisis-response bill seeking to establish a single, toll-free, three-digit emergency number for nationwide use passed for second reading in the Senate this week.
Sponsored by Mr Abdulaziz Musa Yar’adua, the proposed legislation aims to replace the country’s chaotic patchwork of emergency lines with a unified code—112—that citizens can dial for police, fire, medical, rescue and other life-threatening situations.
Lawmakers said the reform is urgently needed to address delays, miscommunication and avoidable deaths linked to Nigeria’s fragmented response system amid rising insecurity.
Leading debate, Mr Yar’adua said Nigeria has outgrown the “operational disorder” caused by multiple emergency numbers in Lagos, Abuja, Ogun and other states for ambulance services, police intervention, fire incidents, domestic violence, child abuse and other crises.
He said, “This bill seeks to provide for a nationwide toll-free emergency number that will aid the implementation of a national system of reporting emergencies.
“The presence of multiple emergency numbers in Nigeria has been identified as an impediment to getting accelerated emergency response.”
Mr Yar’adua noted that the reform would bring Nigeria in line with global best practices, citing the United States, United Kingdom and India, countries where a single emergency line has improved coordination, enhanced location tracking and strengthened first responders’ efficiency.
With an estimated 90 per cent of Nigerians owning mobile phones, he said the unified number would significantly widen public access to emergency services.
Under the bill, all calls and text messages would be routed to the nearest public safety answering point or control room.
He urged the Senate to fast-track the bill’s passage, stressing the need for close collaboration with the Nigerian Communications Commission (NCC), relevant agencies and telecom operators to ensure nationwide coverage.
Senator Ali Ndume described the reform as “timely and very, very important,” warning that the absence of a reliable reporting channel has worsened Nigeria’s security vulnerabilities.
“One of the challenges we are having during this heightened insecurity is lack of proper or effective communication with the affected agencies,” Ndume said.
“If we do this, we are enhancing and contributing to solving the security challenges and other related criminalities we are facing,” he added.
Also speaking in support, Senator Mohammed Tahir Monguno said a centralised emergency number would remove barriers to citizen reporting and strengthen public involvement in security management.
He said, “Our security community is always calling on the general public to report what they see.
“There is a need for government to create an avenue where the public can report what they see without any hindrance. The bill would give strength and muscular expression to national calls for vigilance.”
The bill was referred to the Senate Committee on Communications for further legislative work and is expected to be returned for final consideration within four weeks.
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