- “In 2017 and Beyond, Consumers Will be Our Focus”
“Customer is King” is an age-old business mantra accentuating the importance of customers (and would-be customers) in every business.
Traditionally, this rule usually entails a company’s promise to provide good customer services to… well, the customers. But with the current evolution on work and business settings coupled with technological advancement, ‘customer is king’ means more than just good customer service.
Indeed, to any business, customer eccentricity is as important as product.
Today the markets are guided by the desire and satisfaction of customers. Customer eccentricity is extremely essential to a business, organisation and institution because without customers there won’t be business.
In most of the economic sectors of Nigeria, the consumers are still being treated with disdain, even in the telecoms sector, especially with poor services and several scam messages.
However, to correct these ills and place consumers at the forefront, the Nigerian Communications Commission (NCC) declared 2017 “The Year of the Nigerian Telecom Consumer.”
The programme, which started in Abuja, some months back, was recently brought to Nigeria’s commercial nerve centre, Lagos to underscore the importance of the state when it comes to telecommunication business.
Already, the NCC has informed the public on the huge spending on telecommunications services by the consumers.
The Executive Vice Chairman of NCC, Prof. Umar Danbatta, said within the last two years, telecommunications subscribers added about N11.9 billion to the Nigerian economy.
Specifically, Danbatta said consumers contributed N5.6 billion and N6.3 billion to the telecommunications industry in 2015 and 2016 respectively.
He also informed that the activities of the consumers, about 155 million of them, increased the contributions of the sector to the GDP from eight per cent to nine per cent in Q1, 2017.
Danbatta said the NCC 2017 Year of the Nigerian Telecom Consumer is remarkable because the telecommunication consumer is centre stage. “We must also remember that these consumers together have made all the success stories we speak about possible in the telecom industry today.
“Almost two months ago (March 15) NCC flagged off a national campaign of the Year of the Nigerian Telecom Consumer at its Headquarters in Abuja. Sixty days hence, I am glad; we can report some progress resulting in increase in the activation of the Do-Not-Disturb short code using the 2442 facility, by more than one million consumers in this short span. More subscribers reported their unresolved complaints using NCC’s 622 toll-free lines in the same period” he said.
Danbatta further disclosed that NCC consumer conversations are going on simultaneously every month in the six zones across the country
“In 2017, and even beyond, the consumer will be our focus. NCC intends to inform and educate the consumer with the sole intent of protecting and empowering them to make the right decisions.
The NCC boss said as a regulator, NCC has the mandate to ensure all its key stakeholders are protected and their interests balanced in an atmosphere of fairness, transparency and within the framework of the NCA 2003 and other subsidiary legislations. Almost one year ago the NCC launched an 8-Point Agenda.
The agenda, which will drive the NCC until 2020 aims, among other things, to facilitate broadband penetration; improve quality of service; optimize usage and benefits of spectrum; promote ICT innovation and investment opportunities; facilitate strategic collaboration and partnership; protect and empower consumers; promote fair competition and inclusive growth and ensure regulatory excellence and operational efficiency.
The leadership of NCC said the Year of the Consumer is focused on two key areas: improving the quality of service; protecting and educating the consumer. To address the unsolicited calls received by consumers, the NCC has introduced the ‘Do Not Disturb’ (DND) facility where consumers are urged to activate the facility by texting 2442.
There is also the 622 number for the NCC customer toll free complaint line. NCC intends to increase the awareness level and equally the activation level of these two initiatives.
“In its determination to ensure that the consumer experiences improved quality of service in the year and beyond, the commission is implementing measures to ensure drop call rate reduces and meets its industry benchmark of less than one per cent (<1% DCR) target. The commission is closely monitoring, tracking and reviewing the key performance indicators (KPIs) of operators by the Network Integrity and Technical Standards Department. Greater efforts would also be put in place for compliance monitoring and enforcement of set standards.
“The Commission will also enlighten consumers about the environmental impact of telecom infrastructure. As part of efforts to realize NCC 2017 Year of the Consumer, I have convened a meeting with MNOs and infrastructure providers to demand that the quality of services must be improved upon immediately. This is to ensure that the consumer gets value for money and gets satisfactory user experience.
“There are sanctions for failing to meet KPIs. NCC will not hesitate to enforce them and might consider making them even more stringent. NCC is mindful of the forex challenge faced by the telcos. We have intervened with the Central Bank of Nigeria (CBN). Already this intervention is beginning to yield some results. We are sure that in the not too distant future, the forex challenge will be addressed to the benefit of both the consumer and the operators,” Danbatta revealed.
Danbatta said that when the year is ended, the NCC should be able to measure the success and impact of this initiative by the level of awareness created among consumers and the number of consumers that have activated the 2442 facility. “It is my hope that the Nigerian telecom consumer would consistently get the right quality experience and value for money” he added.
The Executive Commissioner, stakeholder management, NCC, Sunday Dare, on his part noted that for the first time, NCC is singling out the consumer and dedicating a year of activities towards safeguarding the rights, protecting the interests, and empowering the consumer to make informed decisions – but above all, to place the consumer atop the stakeholder ladder of the NCC.
Dare noted: “For the Nigerian telecom consumer and indeed the Mobile Network Operators (MNOs), things have come almost full circle. They know each other and need each other. The NCC as a regulator stands like an impartial umpire, a referee engaging and monitoring to ensure the interests of all parties are respected. From a customer base of slightly over 400,000 in the height of NITEL’s glory, we now have a combined subscriber base of over 150 million across the country.
“This boom and massive jump in mobile telephony have brought with it several challenges especially in terms of reliable service, network upgrade, expansion and maintenance, and increasing demand for capital expenditure (capex) injection into the telecom industry.
“Continuous monitoring of Key Performance Indicators, KPIs, and benchmark is ongoing too on a quarterly basis to ensure that the quality of service does not deteriorate. On a continuous basis, NCC will seek to engage and explore ways to make consumer experience more satisfying within the Nigerian telecoms industry,” Dare said.
The MNOs present at the Lagos event have also keyed into the NCC’s vision, reiterating the fact that the customers’ remained the heart of the business.
Fuel Scarcity Looms as NARTO Directs Tanker Drivers to Halt Operations
NARTO Tells Fuel Tanker Drivers to Ground Operations
The Nigerian Association of Road Transport Owners (NARTO) has directed all tanker drivers under the association to halt operations following the government’s directive banning operations of petroleum trucks more than 45,000 litres on Nigerian roads.
NARTO, the umbrella association of all commercial vehicles owners in Nigeria engaged in the haulage of petroleum products, general cargoes, and movement of goods and passengers within the country and the West-African sub-region, said members of the association will park their truck on Tuesday and Wednesday as warning against the ban.
Speaking on the situation in Abuja, NARTO’s National President, Yusuf Othman, said: “NARTO received with grave shock the recent government decision to place immediate ban on all petroleum trucks above 45,000 litres capacity from plying Nigeria roads.”
Othman explained that government’s sudden ban was insensitive and unappreciative of tankers efforts at strengthening the supply chain of petroleum products across the nation.
He said, “In view of the above, we are therefore constrained to allow the decision of all our members to park their trucks as from tomorrow, 22nd to 23rd September, 2020, to prevail as warning.
“And furthermore, issue 10-day ultimatum with effect from 24th September, 2020, for a full blown withdrawal of service.”
He added, “If such scenarios occur, we earnestly plead with those who will lose employment, income and the general public that will be negatively affected by this avoidable situation.”
NARTO argued that it was discouraging and distressing to abruptly enforced new policy without giving tanker drivers time to phase out affected trucks.
Othman said, “The leadership of NARTO is not in any way against the decision of the Federal Government to ban the use of trucks with more than 45,000 litres capacity in the conveyance of petroleum products considering the dilapidated state of Nigerian roads.
“But NARTO is particularly concerned about the sudden and prompt nature of the ban. We consider the approach to be highly insensitive to the huge investments the owners of these trucks have made and debts they incurred in executing the mandate given by previous administration.”
Segun Opeke is Polaris Bank Executive Director
Polaris Bank Appoints Segun Opeke as Executive Director
Mr. Segun Opeke has been appointed as an Executive Director of Polaris Bank Limited, according to a statement issued by the bank.
The lender said the appointment was made by the bank’s Board of Directors and the Asset Management Corporation of Nigeria (AMCON).
According to the statement, Mr. Opeke has over 26 years of hands-on work experience acquired from leading Nigerian commercial banks with over fifteen of these years in senior and executive management roles.
Until his appointment, Opeke was the Directorate Head, Lagos Business.
“The Lagos Directorate under, his leadership, recorded outstanding growth and contributed significantly to the turnaround of the bank, evidenced by its impressive financial performance recorded in the 2019 financial year.
“Since the CBN intervention in the erstwhile Skye Bank Plc in July 2016, Segun has played a prominent role in the Bank’s transformation initiatives and very instrumental to the several milestone achievements of the Bank.
“By this appointment, he is expected to strengthen the bank’s leadership aspirations in the industry leveraging his wealth of experience and contributing greatly to its ongoing corporate transformation programme,” it stated.
Survival Fund: Here is FG’s Timetable for Registration as Portal Opens Today
FG’s Timetable for Survival Fund as Registration Portal Opens Today
The registration portal for the Federal Government’s Survival Fund will be officially opened to prospective beneficiaries at 10 pm Monday, September 21, 2020.
According to the Senior Special Assistant on Media and Publicity to the President (Office of the Vice President), Laolu Akande, the survival fund would help ease the negative impact of COVID-19 on small businesses and self-employed individuals.
He said “the website https://survivalfund.ng will be open for Nigerians who have MSMEs or who are artisans, plumbers, electricians, transport workers, private school teachers or who belong to different categories under the survival fund.”
On Sunday, the Federal Government released a statement detailing timetable for categories of businesses to register. According to the statement, educational institutions will be the first category of beneficiaries to register on the portal.
“Nigerians interested in the Payroll Support scheme are to note that the site for registration will be open from 10 pm Monday, September 21, 2020.
“In order to ensure a seamless registration process, the Project Delivery Office (PDO) has designed a registration schedule.
“Registration for Payroll Support will start with educational institutions on Monday and will be followed with businesses in the hospitality industry on Friday, September 25 beginning from 12 A.M.
“The portal will also be open to other categories of small businesses from 12 A.M., on Monday, September 28, 2020,” the statement said.
Federal Government, therefore, advised those whose businesses were impacted by COVID-19 to take note of the schedule and also log on to http://www.survivalfund.ng to register for the payroll support initiative.
The survival fund is a federal government’s conditional grant to support vulnerable Micro and Small enterprises in paying salaries and safegaurd jobs to prevent further increase in unemployment and cushion falling economic productivity.
For how to access survival fund clicks here
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