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MTN, Wema Bank, OPay Top Customer Service Index in 2024

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Daudu Gotring OPay

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.

Adedapo Adesanya is a journalist, polymath, and connoisseur of everything art. When he is not writing, he has his nose buried in one of the many books or articles he has bookmarked or simply listening to good music with a bottle of beer or wine. He supports the greatest club in the world, Manchester United F.C.

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FG Suspension of Sachet Alcohol Ban Excites NECA

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sachet alcohol

By Modupe Gbadeyanka

The decision of the federal government to suspend the ban on alcohol produced in sachets has been welcomed by the Nigeria Employers’ Consultative Association (NECA).

The Director-General of the group, Mr Adewale-Smatt Oyerinde, described it as a right step in the right direction because it respects existing National Assembly resolutions and restores regulatory clarity.

Recall that recently, the Office of the Secretary to the Government of the Federation (OSGF) ordered the suspension of the policy due to concerns raised by the House of Representatives Committee on Food and Drugs Administration and Control.

In a statement, the NECA chief said the immediate suspension of all enforcement actions relating to the proposed ban on sachet alcohol and 200ml PET bottle products, pending the conclusion of consultations and the issuance of a final policy directive, was good for the industry and the economy.

According to him, the sachet and PET segment of the alcoholic beverage industry accounts for a significant portion of the estimated N800 billion invested in the sector and supports thousands of direct and indirect jobs in manufacturing, packaging, logistics, wholesale and retail.

He stressed that in an economy already struggling with high unemployment and rising business costs, abrupt policy measures that threaten existing jobs and legitimate investments would be counterproductive.

“We fully acknowledge the need to address public health concerns, especially regarding children and young people, but the solutions must be evidence-based and carefully designed so as not to drive activities into the informal and unregulated economy or encourage illicit products.

“We are looking forward to a deepened consultation to enable the protection of jobs, livelihoods and legitimate investments, etc., while also ensuring that public health objectives are effectively and sustainably achieved,” Mr Oyerinde said.

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Lafarge Africa Debuts Beyond Buildings Campaign

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Lafarge Africa Beyond Buildings Campaign

By Adedapo Adesanya

Top building materials and solutions brand, Lafarge Africa Plc, has unveiled a new thematic campaign tagged Beyond Buildings geared towards highlighting its impact and contributions to Nigeria’s infrastructural development.

The campaign was unveiled by the chief executive of Lafarge Africa, Mr Lolu Alade-Akinyemi, on Monday, December 8, 2025, in Lagos.

Mr Alade-Akinyemi noted that the campaign highlights how Lafarge, through innovative and sustainable building solutions, has continued to shape the socio-economic development and progress of Nigerians and Nigeria by contributing to the construction of various structures, including iconic buildings and bridges, stadiums, hospitals, roads, and more, ultimately aiding the nation’s overall growth.

“For over six decades, beyond the manufacturing of building solutions, we have partnered in building the very foundation of Nigeria’s infrastructural development and its future. With our innovative solutions, we have made a significant contribution to our nation’s progress by providing essential building materials for numerous landmark projects.

“This also extends to the expansion of our production capacity nationwide, creating jobs and livelihoods, bringing development to communities, and introducing innovative products to meet the ever-evolving construction needs of Nigeria,” he said.

He described the campaign as a celebration of strength, innovation, history, shared success, and the power of progress, noting that it is the story of the company’s humble beginnings, which dates back to 1960 when its first factory began production.

“The Beyond Buildings campaign is the story of our vision, which is to be the leading building solutions company, driving innovation and operational excellence to create a greener planet and enable national progress. It shifts the narrative from our products to the profound impact we make on human lives. Our materials transform into national landmarks, powering jobs, livelihoods, and development across every state,” he noted.

The thematic campaign Beyond Buildings spotlights how Lafarge has been a strong and steady partner in building infrastructure that underpins Nigeria’s socio-economic progress.

“We are celebrating our enduring legacy and committing to a new era of sustainable and innovative growth. This campaign empowers us to tell that story with confidence and clarity,” he added.

Delivering his remarks, the Commercial Director of Lafarge Africa, Mr Gbenga Onimowo, stressed that the premiere viewing is an opportunity to share the compelling reasons why the company’s story, ‘Beyond Buildings,’ must be told.

Mr Onimowo stated that the campaign aims to reinforce the company’s position at the heart of Nigeria’s construction growth since independence, as demonstrated by its extensive footprint of infrastructure development across every corner of the country.

‘However, our contribution is not merely about building solutions including cement, mortar, plaster of paris and readymix concrete. It’s about the shared future and the national development we actively enable,’ he said.

He stated that the campaign was designed to move the conversation past the physical structures and shine a light on the socio-economic impact that the company helps create.

“Our campaign highlights the immense progress built on the concrete of trust since 1960. Our materials are integral to iconic landmarks like the National Theatre, 1st and 2nd Niger Bridges, Third Mainland bridge, Lekki-Ikoyi link bridge, the National Assembly Complex and countless national, commercial, academic and residential structures nationwide,” he added.

The event was well attended by distinguished stakeholders from the building and construction sector as well as the arts, culture, media and entertainment industry, alongside many of the company’s esteemed customers including veteran Nollywood actors Richard Mofe-Damijo (RMD) and  Kate Henshaw.

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X3M Ideas Emerges Agency of the Year at LAIF 20th Anniversary

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X3M ideas LAIF 20th Anniversary

By Modupe Gbadeyanka

The prestigious Agency of the Year title has been clinched by X3M Ideas, a foremost integrated marketing communications (IMC) firm in Africa, at the Lagos Advertising and Ideas Festival (LAIF) Awards.

LAIF rolled out drums to celebrate its 20th anniversary at the Marriott Hotel, GRA Ikeja, Lagos, on Sunday, November 30, 2025.

The award ceremony, themed 20 Years of Crazy, was attended by several stakeholders in the IMC sector in the country.

At the event, X3M Ideas, established by a veteran in the industry, Mr Steve Babaeko, topped the medal table with 12 Gold, 20 Silver, and 24 Bronze awards, totalling 336 points. The second and third-placed agencies scored 153 and 141 points, respectively.

In 2023, X3M Ideas achieved a similar feat at LAIF and also emerged African Agency of the Year at the 2023 and 2024 editions of the African Cristal Awards.

During this period, Mr Babaeko was named African Personality of the Year, reaffirming the agency’s position as a leader in the African advertising industry.

The 2025 edition of LAIF was also a double celebration for X3M Ideas, as Mr Babaeko, alongside other industry leaders, received special recognitions and commemorative plaques for their invaluable contributions to establishing LAIF as West Africa’s premier creative showcase.

“We are extremely excited to win again at LAIF. This achievement demonstrates how we have continuously evolved, innovated, and remained creative, going ‘crazy’, in line with the theme of the award, by turning every brief into campaigns that resonate across all ages.

“This win also signifies that, together whether as individuals, agencies, or brands, we can shape the future of advertising, push boundaries, and redefine excellence,” Mr Babaeko, who is the Chief Creative Officer of X3M Ideas, said.

Recall, X3M Ideas broke a 70-year jinx to become the first Nigerian and West African agency to win at the Cannes Lions International Festival of Creativity.

The agency continues to put Nigeria on the global map, winning notable awards at the 2024 Lisbon International Advertising Festivals Group.

Additionally, X3M Ideas was recognised as one of Africa’s fastest-growing companies for 2025 by the Financial Times, ranked 31st among 130 companies across the continent.

Its campaign, Blood Sacrifice, also won at the 2025 Cannes Lions Festival, earning top honours at the prestigious ACT Responsible exhibition.

LAIF was established through the bold vision of the Association of Advertising Agencies of Nigeria (AAAN) to celebrate and elevate creativity within Nigeria’s marketing communications industry.

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