Brands/Products
MTN, Wema Bank, OPay Top Customer Service Index in 2024
By Adedapo Adesanya
MTN, FiberOne, Wema Bank, Opay, Slot emerged best in their respective sub-sectors in 2024, according to a survey ranking on the Nigeria Customer Service Index (NCSI)
The NCSI report is an annual survey that measures customer satisfaction across various sectors in Nigeria, providing insights for organisations to improve their customer service delivery.
According to the report released on Monday, the Nigerian telecoms sector witnessed a significant improvement in customer service, with the Global System for Mobile Communications (GSM) space scoring 61 per cent and the Internet Service Providers (ISPs) scoring 71 per cent.
It stated that the telecoms sector, which comprises GSM and ISPs, recorded a 63 per cent customer satisfaction rating, representing a 4.6 per cent increase compared to its 2023 rating.
The sector’s growth is attributed to the improved performance of ISPs, which scored 71 per cent, up from the previous year.
In the GSM space, MTN topped the customer satisfaction rating with 66 per cent, followed by Airtel with 64 per cent, Globacom with 62 per cent, and 9mobile with 52 per cent.
In the ISPs category, FiberOne emerged as the top performer with 76 per cent, followed by IPNX with 74 per cent, Starlink with 68 per cent, Spectranet with 66 per cent, and Smile with 65 per cent.
The NCSI report, which assessed customer satisfaction across various sectors in Nigeria, also evaluated the performance of other sectors, including finance, hospitality, and healthcare.
According to its survey, the finance sector recorded a 72 per cent customer satisfaction rating, representing a 6.2 per cent increase compared to 2023.
In the banking sub-sector, the report noted that Wema Bank topped the customer satisfaction rating with 72 per cent, followed by First Bank with 66 per cent, Sterling Bank and Access Bank with 66 per cent, and UBA with 65 per cent.
“In the Fintech sub-sector, Opay emerged as the top performer with 81 per cent, followed by Moniepoint with 78 per cent, Paystack and PalmPay with 77 per cent, and Flutterwave with 73 per cent.
“However, the e-commerce sector recorded a decline in customer satisfaction, scoring 60 per cent, down from 68 per cent in 2023.
“Slot topped the e-commerce sector with 74 per cent, followed by Jumia with 72 per cent, Konga with 68 per cent, and Jiji with 65 per cent,” it stated.
The NCSI report listed other notable performers to be the Transportation sector with 73 per cent, Hospitality sector 72 per cent and Healthcare sector with 70 per cent, Real Estate sector 62 per cent and Power sector with 61 per cent.
It noted that the sectors with the worst performance included the E-commerce sector with 60 per cent, followed by the Power sector 61 per cent, then the Real Estate sector with 62 per cent.
The survey showed that the companies with the worst performance in their respective sectors included 9mobile (GSM) with 52 per cent, Smile (ISPs) with 65 per cent, Jiji (e-commerce) with 65 per cent, and UBA (Banking) with 65 per cent.
According to the NCSI, the report is based on a survey of over 16,000 customers, who rated their experiences with various organisations across different sectors.
The survey, which was conducted online, covered respondents from Lagos, Abuja, Oyo, Kaduna, Rivers, and Enugu, representing diverse age, education, and income brackets.
Highlighting the importance of the Nigerian Customer Service Index (NCSI), Mr Olatunji Adeleye, Head of Customer Service at Lafarge Plc, noted that this pioneering benchmark, which debuted in 2023, was designed to elevate customer service standards in Nigeria.
“The Index encourages sectors to introspect and identify areas for improvement.
“As a nation, it is imperative that we recognize the importance of treating all customers with respect and dignity, regardless of their background or profile,” Mr Adeleye added.
He noted that the NCSI report provided valuable insights into the collective performance in customer service, highlighting strengths, weaknesses, and opportunities for growth and development, thereby informing strategies for enhanced service delivery.
Brands/Products
Nigeria Must Accelerate Adoption of Renewable Energy Solutions—JMG
By Modupe Gbadeyanka
A leading provider of integrated electromechanical solutions in Nigeria, JMG Limited, recently showcased real-world impact of its solar and hybrid energy solutions across key sectors of the economy to members of the media.
At the media tour held at JMG’s head office in Lagos, the Chief Commercial Officer of JMG, Mr Rabih Jammal, stressed the urgent need for Nigeria to accelerate its adoption of renewable energy solutions.
“Clean energy is no longer a future concept – it is happening now – and it is working. At JMG, we are not just advocating for renewables; we are delivering them.
“From our 150-kilowatt solar installation at our Victoria Island head office to multiple large-scale deployments nationwide, we have proven that clean energy works technically, commercially and financially,” he said at the event hosted to commemorate the International Day of Clean Energy.
According to him, JMG’s solar and hybrid projects have helped clients save millions of naira in diesel costs, improve energy reliability and significantly reduce carbon emissions.
“As more countries move toward sustainable solutions, clean energy has become an economic imperative for Nigeria. It enhances competitiveness, lowers operating costs and enables communities. This is only the beginning as we will continue to invest in solar solutions, technology, partnerships and people to scale clean energy across the country,” he added.
Also speaking, the Head of Marketing at JMG, Ms Oluwatomi Faniran, described clean energy as a core responsibility embedded in the company’s business strategy.
“At JMG, clean energy is more than technology; it is a responsibility. Our track record speaks for itself,” Ms Faniran said, highlighting the successful deployment of solar hybrid systems at NIPCO fuel stations, the powering of a government state house, and energy-efficient solutions delivered at facilities such as Nourdm Global and Rack Centre.
With decades of experience delivering solutions that enhance comfort, safety and efficiency across residential, commercial and industrial spaces, JMG operates across critical business units including conventional and renewable power, electrical infrastructure, HVAC systems, elevators and escalators, air compressors and energy-efficient technologies. Its operations are backed by internationally recognised ISO certifications in quality management, health and safety, and environmental sustainability.
Brands/Products
Paystack Launches Holding Company The Stack Group
By Adedapo Adesanya
Top payment solutions company, Paystack, has launched a holding company, known as The Stack Group (TSG), in its bid to aggregate the tech-focused family of brands connected with the Paystack brand.
TSG founding shareholders include Stripe, Shola Akinlade (Founder and CEO of Paystack), and existing Paystack employees. The agreements establishing TSG as the parent holding company were signed in October 2025, and are subject to the requisite regulatory approvals.
The announcement comes as Paystack celebrates its 10-year anniversary in January 2026.
Since its acquisition by Stripe in 2020, Paystack has grown its payment volume by 12x and is licensed and operational in Côte d’Ivoire, Ghana, Kenya, Nigeria, and South Africa, with regulatory approvals for Egypt and Rwanda, representing 46 per cent of Africa’s GDP, the company said in a press statement.
The statement added that this product-first approach to pan-African growth has led to Paystack becoming profitable at the group level.
The development follows the recent launch of Paystack MFB in Nigeria after it acquired Ladder Microfinance Bank in its push into consumer products.
The company noted that as a standalone bank, Paystack MFB allows the group to internalise core financial rails and provide the banking and credit infrastructure required by over 300,000 Nigerian merchants.
“These capabilities enable the development of elegant, compliant, and much-needed end-to-end money-movement solutions and will continue to power the company’s mission of building technology solutions for Africa, to power African ambition,” parts of the statement added.
TSG will provide a corporate umbrella for a family of complementary brands that are solving Africa-specific challenges, while remaining operationally independent. At the outset, TSG will include merchant payments solution, Paystack, its controversial consumer payments product, Zap, the recently launched Paystack Microfinance Bank and TSG Labs, which will serve as hub for emerging technologies and building new products both within and beyond financial technology.
According to Mr Akinlade, “The launch of TSG signals a larger scope of ambition for us and sets the tone for the next decade of our company. Having worked with thousands of companies across the continent since 2016, it is clear that there are significant opportunities to support businesses beyond payments, and TSG enables us to address the challenges African companies face.”
“Thank you to the Stripe team for their continued belief in Africa’s potential, and our ability to create transformative technology companies for the continent, and beyond,” he added.
Brands/Products
Global Money Exchange Unveils Global Pay App
By Modupe Gbadeyanka
A new mobile application powered by Comviva’s mobiquity Pay platform known as Global Pay has been launched by Oman’s leading money exchange company, Global Money Exchange Co. LLC (GMEC).
The unveiling aligns with Oman’s national digital transformation vision and reinforces GMEC’s commitment to delivering innovative, secure, and inclusive digital financial solutions for daily life.
“The Global Pay App enables secure and efficient local and international payment transactions,” the Chairman of Global Money Exchange said, Mr Sheikh Sulaiman Abdulmalik Abdullah Al Khalili, stated.
He added that the platform is PCI-DSS certified, underscoring GMEC’s commitment to the highest standards of payment security and data protection, expressing confidence that “the mobile application will be widely used by the Omani Nationals and expatriates.”
The Managing Director of Global Money Exchange, Mr Subromoniyan K S, disclosed that “customers can conveniently pay utility bills and educational fees without the need for a bank account, thereby supporting broader financial inclusion.”
He further noted that the platform enables merchants to accept QR-based payments from customers of any bank or service provider in Oman, ensuring full interoperability across the payment’s ecosystem.
“The Global Pay app is supported by a comprehensive customer support framework. Customers can visit any of our branches across Oman for assistance or contact a dedicated customer support helpline for prompt resolution of queries,” the General Manager of Global Money Exchange, Mr Sonam Dorje, said.
On his part, the chief executive of Comviva, Mr Rajesh Chandiramani, said, “We are delighted to accelerate Global Money Exchange’s digital transformation journey with mobiquity® Pay- our scalable, cloud-ready digital payments platform built to support rapid growth and seamless expansion. Global Pay exemplifies our commitment to empowering financial institutions across the Middle East to deliver world-class digital experiences that drive financial inclusion.”
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