The Episode 218 of the SERVICOM help desk Radio programme held on the 13th of June 2023, the National Coordinator, Mrs Nnenna Akajemeli and Mrs Henrietta Okokon of the Public Awareness Unit where in the studio.
The N.C thanked the Brekete Family and said the programme has helped in connecting service providers with service takers by driving towards improvement and holding MDA’s accountable in doing what Government ask them to do. The Topic of the day was ‘’Delivering Citizen Centred Service Through Customer Feedback’’. The Public Awareness Manager handled the topic and said Customer feedback is the information provided by services takers about their service delivery experiences from service providers about their product and services in a view to review customer’s satisfaction and successes.
Customer feedback is the collection of criticism which may be positive or negative but they are all useful for service providers, she said. Customer’s feedback will guide the improvement of services especially if it’s a negative one. It help MDA’s to know if they are still rendering citizens centred service delivery to their service takers, it also helps in measuring customers satisfaction, customers opinion and customers best experience.
In SERVICOM we administer customer survey form to get information of services through Emails, What Sapp and Twitter, most complainants complaint come through our mail and is forwarded to the terms concerned for necessary action. She said. You can get customer feedback through focus groups like student in the University, digital channels like Instagram, Twitter, Youtube, texting.
In her conclusion, she stated that customer feedback can also come in written, oral formal and informal method.
There were no emerging issues for SERVICOM to attend to.
Mrs Henrietta Okokon.
Public Awareness Manager.