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
Logidoo Celebrates Afridoo’s Remarkable Growth in e-Commerce Logistics

In a significant development for Africa’s digital commerce ecosystem, Logidoo continues to transform the logistics landscape with its flagship platform, Afridoo. The e-commerce logistics solution has cemented its position as a game-changer for businesses across the continent, showing exceptional traction and impressive growth metrics.
Afridoo’s seamless solutions for order management, stock control, and fulfilment have driven a remarkable 187% increase in subscriptions, clearly indicating rising market confidence in Afridoo’s capabilities. The platform has also processed 117% more orders compared to previous periods, showcasing its robust infrastructure and ability to scale with merchant demands.
Perhaps most significantly, 47% of Afridoo’s customers report successful expansion into new markets, directly attributable to Afridoo’s deployment and support services.
“Afridoo isn’t merely a logistics solution—it’s an enablement platform that empowers businesses to scale faster and reach new customers across Africa,” said Tamsir Ousmane Traore, CEO of Logidoo. “From comprehensive stock management to optimised last-mile delivery and cash-on-delivery solutions, we’ve positioned Afridoo as the essential partner for e-commerce success.”
Afridoo’s impact extends beyond simple logistics management. The platform has become instrumental in helping businesses scale operations, reach new customers, and optimize their supply chains across multiple African markets. By providing integrated solutions for the entire e-commerce fulfilment process, Afridoo is an essential partner for businesses looking to capitalize on Africa’s rapidly growing digital commerce landscape.
This success builds upon Logidoo’s broader logistics ecosystem, which includes their recently launched TexMiles service for last-mile delivery in West Africa. With Afridoo’s impressive growth trajectory, Logidoo continues to strengthen its position as the leading digital logistics provider on the continent.
The combination of Afridoo’s spectacular growth and the strategic launch of TexMiles demonstrates Logidoo’s comprehensive approach to solving Africa’s logistics challenges.
“Our vision extends beyond individual services—we’re building an interconnected logistics infrastructure that truly serves Africa’s unique market needs,” commented Tamsir Ousmane Traore.
By addressing e-commerce enablement through Afridoo, Logidoo is creating an integrated ecosystem that serves businesses across multiple touchpoints.
Brands/Products
Court Fines MTN Nigeria N840m Over Use of ‘WebPlus’

By Aduragbemi Omiyale
A leading telecommunications company, MTN Nigeria Communications Limited, has been fined N840 million by a Federal High Court sitting in Lagos over an infringement case brought against it by Citilink Accesscorp Limited.
Citilink dragged MTN Nigeria before Justice Akintayo Aluko over the use of a registered trademark, WEBPLUS.
On July 17, 2024, Citilink filed a suit marked HC/L/CS/1124/2014, joining registrar of Trademarks, Patent Designs as a defendant, accusing MTN Nigeria of infringing on its trademark WEBPLUS, which was legally registered in 2001 under Class 9 and renewed in 2014.
The firm argued that the telco used MTN WEBPLUS without authorisation.
But MTN Nigeria challenged the court’s jurisdiction, arguing that a pending case at the Trademark Tribunal made the lawsuit invalid.
It also claimed that its application for MTN WEBPLUS was made in 2012, when Citilink’s trademark registration had lapsed between 2008 and 2014.
While stating that the applicant failed to prove trademark infringement, the telecommunications firm insisted that its use of WEBPLUS was an honest concurrent use, meaning it had no intention to deceive, emphasising that the applicant lacked sufficient evidence to justify its financial claims.
While ruling on the matter, Justice Aluko granted a perpetual injunction against MTN, barring it from further use of the disputed trademark.
The judge, thereafter, awarded N70 million yearly damages, covering Citilink’s loss of business and brand dilution from 2014 to 2025.
MTN was also directed to pay the applicant 15 per cent interest per annum on the judgment sum until it is fully paid.
Brands/Products
Group Tackles Multichoice Nigeria Over Price Reduction in South Africa

By Adedapo Adesanya
A Non-Governmental Organisation (NGO) known as Save the Consumers has condemned the 21 per cent subscription price hike by MultiChoice Nigeria on its DStv and GOtv services in the country.
Recall that Multichoice noted that its decision to increase the tariff was to save its operations which was heavily impacted by challenges brought about by the weakening Naira.
However, in South Africa, its home country, the reduced its price by about 38 per cent, which Save the Consumers, in a statement signed by its Executive Director, Mr Aliyu Ilias, said it is not happy about.
Mr Ilias said in Abuja on Sunday that the action was not only insensitive and exploitative but also discriminatory coming less than one year after the company’s May 2024 price hike in Nigeria.
The group called for the immediate reversal of the price hike while compensation be paid to subscribers affected by repeated, unjustified price increases and service deficiencies.
He also called for full compliance with the directives of the Federal Competition and Consumer Protection Commission (FCCPC) which had asked the company to halt any price increase.
“In South Africa, MultiChoice has lowered fees on various products, added new channels, and introduced features that improve the user experience, while acknowledging the financial pressures faced by South African households.
“This double standard, lowering prices at home while increasing them in Nigeria, amounts to economic discrimination and reinforces long-standing concerns about MultiChoice’s exploitative approach toward the Nigerian market.
“It is indefensible for MultiChoice to cite inflation in Nigeria as justification for the hike while offering consumer-friendly pricing in South Africa,” he argued.
Mr Ilias noted, “This reflects a disturbing double standard, with Nigerian consumers continuing to suffer under a near-monopolistic market structure.”
The executive director alleged that while MultiChoice claimed the price hike was necessary to deliver ‘world-class content’, Nigerian subscribers still faced persistent challenges that remained unaddressed in spite repeated complaints.
He also alleged that South African subscribers benefitted from reduced pricing, such as the “Add Movies” bolt-on slashed by 38 per cent to 49 Rand, alongside additional channels and enhanced streaming features.
Mr llias called on the National Broadcasting Commission (NBC) to take decisive steps to foster genuine competition in the pay-TV sector.
“We call on Nigerian consumers to explore alternative platforms and consider boycotting DStv and GOtv until MultiChoice demonstrates genuine respect for their rights.
“The Nigerian market deserves dignity, not exploitation, no company should be allowed to operate above the law or treat Nigerian consumers as second-class subscribers,” he said.
Recall that MultiChoice Nigeria had in a notice, notified its customers of its new price adjustment which took effect from March 1.
MultiChoice Nigeria had cited inflation and the rising costs of operations in Nigeria for a similar subscription price increase effected in May 2024.
With the hike, DStv Premium subscribers now pay N44,500 instead of N37,000 monthly, while the Compact Plus pay N30,000 monthly . The DStv Compact bouquet increased from N15,700 to N19,000 monthly.
The new price for the Confam package is N1,000 monthly, while Yanga is pegged at N6,000 as against initial price of N5,000, DStv-Padi, now cost N4,400 monthly.
Meanwhile, GOtv customers, who formally paid N3,600 now pay N3,900 monthly, while subscribers of GOtv Plus now pay N5,800 instead of the initial N4,850 monthly.
The move led the FCCPC to direct MultiChoice Nigeria to maintain its initial subscription prices until an ongoing investigation into its proposed price adjustment was concluded.
However, it proceeded with the price adjustment which made the FCCPC to institute legal charges against it and its Chief Executive Officer (CEO), Mr John Ugbe, for allegedly defying regulatory directives on subscription price adjustments.
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