Nigeria foremost research consulting firm, Customer Service Awards Limited has ranked the nation’s supermarket and pharmacy sub-sectors top in service delivery.
Speaking on the ranking, Managing Director of Customer Service Awards Limited, Dr. Aliyu Ilias, said the result was based on staff attitude, product and process knowledge as well as general appearance.
Aliyu, who spoke to newsmen in Abuja said the purpose of the research was to examine service quality delivery, customer satisfaction and customer experience of the top 14 Nigerian industry sectors in 2017.
Aliyu Ilias further maintained that the research was conducted in bid to achieve standard and credibility, he stated that data was collected on the three service parameters across the sectors, adding that the research was carried out by Nigeria mystery shoppers provider.
“Haulage, aviation and insurance sectors has the lowest performance in the area of staff attitude and conduct and, ambiance and staff appearance,” Aliyu said.
“In the area of process / product knowledge, haulage recorded a small step ahead of the Visa Processing and Media sectors. Across the three critical success factors considered, the performance of the Haulage sector was poor.
“All indications across the measurement parameters prove that much needs to be done towards achieving excellent service delivery especially in the Haulage, Media, and Aviation industries.
“Feedbacks from opinion polls and voice of the customer, especially, have proved that customers are dissatisfied with virtually every stage of customer service delivery in the Haulage and aviation sector,” he added
The ranking (77.97 per cent) which emanated from the 2017 Nigeria Customer Service rating, saw the oil and gas sector with 77.15 per cent and telecommunication with 70.13 per cent occupying the second and third position respectively