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Customer Satisfaction: What it is and Why it is Important

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Customer Satisfaction Timi Olubiyi

By Timi Olubiyi, PhD

In Nigeria, the increasing rate of unemployment is placing even more pressure on people and youths to start their own businesses for sustainability and to obtain a steady income.

Therefore, it is imperative to state that customer is the foundation and lifeblood of such a business or organization including its success.

Notably, there are several factors contributing to the success (or failure) of a business, customer satisfaction survey tools are one of them.

If your company or business is experiencing a drop in sales, low profitability, decline patronage, slow or no business growth, and also high turnover rate of staff, it could all be customer experience related issues.

The customers could be the biggest disruptor of all the mentioned indicators because only customers create the needed value in any business. In my opinion, no business function is as important as satisfying customers’ interests or needs.

To share an experience, I was shocked to see a woman seated with her wares recently in my area in Lagos State. On this particular morning during my workout, I saw the woman waiting and hoping for patronage with her wares, alone and expectant very early in the morning.

Though, it was difficult to understand why she could venture into displaying wares under a tree that wee hour of the day with no visible patronage.

More so, knowing that the majority of the residents’ drive in their personal cars hurriedly and swiftly in the mornings. Consequently, noticing her business was difficult and might eventually reflect in her business revenue due to low or no patronage.

In my opinion, the place of the customer was obviously lacking and that could threaten the business survival. The experience I had informed this article because I saw a micro business with a determined operator but got worried about the place of customers in the business, which to me is any business’s lifeblood.

Agreeably, the customer is important and is vital to the success of any business enterprise. The quality and positioning of SME products or services are cardinal in the marketplace and to the attraction of customers.

As a priority, SME operators and entrepreneurs should think seriously about economic indicators such as income, demographics, market expectations, competitors, customer engagements, and the purchasing and spending habits of target customers in decision making.

Customers can tell you whether the strategies you want to implement in line with the economic indicators are in tune with the marketplace’s expectations with their patronage.

As an entrepreneur or SME operator having a business is something but having steady patronage and satisfied customers is everything.

More so, building a close tie with your customers help in improving your products, gain market share, run a profitable business, and increase sales or services.

SMEs, especially micro businesses, need to understand the importance of developing relationships with their customers and also seek to maximize customer satisfaction if they want to survive over the long term.

Customer experience and their continuous engagement in your business are major elements when evaluating revenue growth and profit growth.

A great deal of evidence supports the assertion that customer satisfaction leads to increased profitability as a result of customer loyalty and consistent repeat patronages.

Numerous researches have also been conducted in various countries and sectors showing that there is an array of benefits that come from having satisfied customers.

The chief of it is that when customers are satisfied, they will refer potential customers to your business and that in turn will improve patronage and revenue. It is important to remember that what satisfies customers today, may not satisfy them in a year’s time.

Therefore, evaluation of customer feedbacks and reactions are significant. If overlooked, customer dissatisfaction can set in and it can spell the end for a business.

Customer satisfaction should be measured by feedback on a regular basis to make sure that all concerns are addressed immediately to avoid any form of damage. If you do not care about customers’ satisfaction, do not expect them to care about your services or products.

In this increasingly competitive world, having strategies in place to nurture existing customers is important for SMEs, such as staying in contact via social media, phone, and letting them know about promotional events and changes ahead of time.

SME operators should ensure that they have the right individuals dealing with customers feedback, so that the key objective of providing better customer service and improving customer engagement will be met.

It is evident from the above discussion that customers help businesses generate profits with steady patronage especially when the customers are satisfied. So, measuring customer satisfaction is of the utmost importance to any form of business.

Significantly, customer satisfaction can be measured in various ways, either directly from customers or indirectly through monitoring and tracking feedbacks.

In order to establish and to improve on current customer relations, small businesses should collect and analyze data about the customers.

This should be done regularly in order to truly understand their expectations from your business or services. Data can be gathered from the customer on a regular basis in form of complaints, opinions, reactions and comments.

Supportably, feedback on customer satisfaction needs to be collected regularly even on product, staff and service offerings. This data collection can be valuable in building relationships and customer loyalty.

Importantly, gaining steady customers’ satisfaction requires consistent and relentless effort.

Therefore, tracking feedback and work on improving it in order to make your customers more loyal and eventually turn them into brand ambassadors is key.

Social media is a powerful tool to help track credible feedbacks and collect insights, ask questions, offer constant support, campaigns, send personalized messages or offers, use dedicated customer satisfaction survey tools, or any other technique that will help communicate with your customers.

SME operators will be rewarded with satisfied customers, loyalty, and continued patronage once each and every one of their requests are taken care of.

How may you obtain advice or further information on the article? 

Dr. Timi Olubiyi holds a Ph.D. in Entrepreneurship and Small Business Management. He is a prolific investment coach, Chartered Member of the Chartered Institute for Securities & Investment (CISI) and a financial literacy specialist. He can be reached on the twitter handle @drtimiolubiyi and via email: [email protected],for any questions, reactions, and comments.

Dipo Olowookere is a journalist based in Nigeria that has passion for reporting business news stories. At his leisure time, he watches football and supports 3SC of Ibadan. Mr Olowookere can be reached via [email protected]

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The Future of Payments: Key Trends to Watch in 2025

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Luke Kyohere

By Luke Kyohere

The global payments landscape is undergoing a rapid transformation. New technologies coupled with the rising demand for seamless, secure, and efficient transactions has spurred on an exciting new era of innovation and growth. With 2025 fast approaching, here are important trends that will shape the future of payments:

1. The rise of real-time payments

Until recently, real-time payments have been used in Africa for cross-border mobile money payments, but less so for traditional payments. We are seeing companies like Mastercard investing in this area, as well as central banks in Africa putting focus on this. 

2. Cashless payments will increase

In 2025, we will see the continued acceleration of cashless payments across Africa. B2B payments in particular will also increase. Digital payments began between individuals but are now becoming commonplace for larger corporate transactions. 

3. Digital currency will hit mainstream

In the cryptocurrency space, we will see an increase in the use of stablecoins like United States Digital Currency (USDC) and Tether (USDT) which are linked to US dollars. These will come to replace traditional cryptocurrencies as their price point is more stable. This year, many countries will begin preparing for Central Bank Digital Currencies (CBDCs), government-backed digital currencies which use blockchain. 

The increased uptake of digital currencies reflects the maturity of distributed ledger technology and improved API availability. 

4. Increased government oversight

As adoption of digital currencies will increase, governments will also put more focus into monitoring these flows. In particular, this will centre on companies and banks rather than individuals. The goal of this will be to control and occasionally curb runaway foreign exchange (FX) rates.

5. Business leaders buy into AI technology

In 2025, we will see many business leaders buying into AI through respected providers relying on well-researched platforms and huge data sets. Most companies don’t have the budget to invest in their own research and development in AI, so many are now opting to ‘buy’ into the technology rather than ‘build’ it themselves. Moreover, many businesses are concerned about the risks associated with data ownership and accuracy so buying software is another way to avoid this risk. 

6. Continued AI Adoption in Payments

In payments, the proliferation of AI will continue to improve user experience and increase security.  To detect fraud, AI is used to track patterns and payment flows in real-time. If unusual activity is detected, the technology can be used to flag or even block payments which may be fraudulent. 

When it comes to user experience, we will also see AI being used to improve the interface design of payment platforms. The technology will also increasingly be used for translation for international payment platforms.

7. Rise of Super Apps

To get more from their platforms, mobile network operators are building comprehensive service platforms, integrating multiple payment experiences into a single app. This reflects the shift of many users moving from text-based services to mobile apps. Rather than offering a single service, super apps are packing many other services into a single app. For example, apps which may have previously been used primarily for lending, now have options for saving and paying bills. 

8. Business strategy shift

Recent major technological changes will force business leaders to focus on much shorter prediction and reaction cycles. Because the rate of change has been unprecedented in the past year, this will force decision-makers to adapt quickly, be decisive and nimble. 

As the payments space evolves,  businesses, banks, and governments must continually embrace innovation, collaboration, and prioritise customer needs. These efforts build a more inclusive, secure, and efficient payment system that supports local to global economic growth – enabling true financial inclusion across borders.

Luke Kyohere is the Group Chief Product and Innovation Officer at Onafriq

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Ghana’s Democratic Triumph: A Call to Action for Nigeria’s 2027 Elections

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ghana election 2024

In a heartfelt statement released today, the Conference of Nigeria Political Parties (CNPP) has extended its warmest congratulations to Ghana’s President-Elect, emphasizing the importance of learning from Ghana’s recent electoral success as Nigeria gears up for its 2027 general elections.

In a statement signed by its Deputy National Publicity Secretary, Comrade James Ezema, the CNPP highlighted the need for Nigeria to reclaim its status as a leader in democratic governance in Africa.

“The recent victory of Ghana’s President-Elect is a testament to the maturity and resilience of Ghana’s democracy,” the CNPP stated. “As we celebrate this achievement, we must reflect on the lessons that Nigeria can learn from our West African neighbour.”

The CNPP’s message underscored the significance of free, fair, and credible elections, a standard that Ghana has set and one that Nigeria has previously achieved under former President Goodluck Jonathan in 2015. “It is high time for Nigeria to reclaim its position as a beacon of democracy in Africa,” the CNPP asserted, calling for a renewed commitment to the electoral process.

Central to CNPP’s message is the insistence that “the will of the people must be supreme in Nigeria’s electoral processes.” The umbrella body of all registered political parties and political associations in Nigeria CNPP emphasized the necessity of an electoral system that genuinely reflects the wishes of the Nigerian populace. “We must strive to create an environment where elections are free from manipulation, violence, and intimidation,” the CNPP urged, calling on the Independent National Electoral Commission (INEC) to take decisive action to ensure the integrity of the electoral process.

The CNPP also expressed concern over premature declarations regarding the 2027 elections, stating, “It is disheartening to note that some individuals are already announcing that there is no vacancy in Aso Rock in 2027. This kind of statement not only undermines the democratic principles that our nation holds dear but also distracts from the pressing need for the current administration to earn the trust of the electorate.”

The CNPP viewed the upcoming elections as a pivotal moment for Nigeria. “The 2027 general elections present a unique opportunity for Nigeria to reclaim its position as a leader in democratic governance in Africa,” it remarked. The body called on all stakeholders — including the executive, legislature, judiciary, the Independent National Electoral Commission (INEC), and civil society organisations — to collaborate in ensuring that elections are transparent, credible, and reflective of the will of the Nigerian people.

As the most populous African country prepares for the 2027 elections, the CNPP urged all Nigerians to remain vigilant and committed to democratic principles. “We must work together to ensure that our elections are free from violence, intimidation, and manipulation,” the statement stated, reaffirming the CNPP’s commitment to promoting a peaceful and credible electoral process.

In conclusion, the CNPP congratulated the President-Elect of Ghana and the Ghanaian people on their remarkable achievements.

“We look forward to learning from their experience and working together to strengthen democracy in our region,” the CNPP concluded.

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The Need to Promote Equality, Equity and Fairness in Nigeria’s Proposed Tax Reforms

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tax reform recommendations

By Kenechukwu Aguolu

The proposed tax reform, involving four tax bills introduced by the Federal Government, has received significant criticism. Notably, it was rejected by the Governors’ Forum but was still forwarded to the National Assembly. Unlike the various bold economic decisions made by this government, concessions will likely need to be made on these tax reforms, which involve legislative amendments and therefore cannot be imposed by the executive. This article highlights the purposes of taxation, the qualities of a good tax system, and some of the implications of the proposed tax reforms.

One of the major purposes of taxation is to generate revenue for the government to finance its activities. A good tax system should raise sufficient revenue for the government to fund its operations, and support economic and infrastructural development. For any country to achieve meaningful progress, its tax-to-GDP ratio should be at least 15%. Currently, Nigeria’s tax-to-GDP ratio is less than 11%. The proposed tax reforms aim to increase this ratio to 18% within the next three years.

A good tax system should also promote income redistribution and equality by implementing progressive tax policies. In line with this, the proposed tax reforms favour low-income earners. For example, individuals earning less than one million naira annually are exempted from personal income tax. Additionally, essential goods and services such as food, accommodation, and transportation, which constitute a significant portion of household consumption for low- and middle-income groups, are to be exempted from VAT.

In addition to equality, a good tax system should ensure equity and fairness, a key area of contention surrounding the proposed reforms. If implemented, the amendments to the Value Added Tax could lead to a significant reduction in the federal allocation for some states; impairing their ability to finance government operations and development projects. The VAT amendments should be holistically revisited to promote fairness and national unity.

The establishment of a single agency to collect government taxes, the Nigeria Revenue Service, could reduce loopholes that have previously resulted in revenue losses, provided proper controls are put in place. It is logically easier to monitor revenue collection by one agency than by multiple agencies. However, this is not a magical solution. With automation, revenue collection can be seamless whether it is managed by one agency or several, as long as monitoring and accountability measures are implemented effectively.

The proposed tax reforms by the Federal Government are well-intentioned. However, all concerns raised by Nigerians should be looked into, and concessions should be made where necessary. Policies are more effective when they are adapted to suit the unique characteristics of a nation, rather than adopted wholesale. A good tax system should aim to raise sufficient revenue, ensure equitable income distribution, and promote equality, equity, and fairness.

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