Nationwide Industry Consumer Satisfaction Survey

Client name: Nigerian Communications Commission, Nigeria
Duration: July 2012- Dec 2012


(CTO) was contracted as lead consultant and was responsible for the coordination of the survey. The CTO was also responsible for the administration of the survey in the North Central and North East Geopolitical Zones.

The NCC CSS team analyse the responses of Nigerian ICT users and fulfil the main objectives of the project, which were to:

  • Determine the quality of internet service providers and the robustness of their complaint management processes;
  • Ascertain consumer complaints’ profile and identify frequency of consumer experience;
  • Determine consumer awareness of their rights, benefits and the obligations to service providers;
  • Suggest possible compensation/remedies to consumers; and
  • Develop a consumer satisfaction index for the commission.
  • Expected impact

    Its mission is to promote and guide members in using ICTs to deliver effective development interventions via research & consultancies, training, and conferences. The CTO support members in leveraging ICTs to press forward socio-economic development in order to emancipate, enrich, equalise and empower within the Commonwealth and beyond.

    Useful links:

    Nigeria Consumer Satisfaction Survey: Overview Report
    Nigeria Consumer Satisfaction Survey: Data Analysis

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