E-Payment Tech & Solutions > NCC Lauds Globacom On Customer Complaint Resolution Targets Feat
The Nigerian Communications Commission (NCC) has commended Globacom for its performance in customer complaint management and resolution, which exceeded the regulatory benchmarks in August this year.
The telecommunications industry regulatory commission’s commendation was conveyed in a letter addressed to Globacom and signed by its Principal Manager, Consumer Protection and Advocacy, Consumer Affairs Bureau (CAB), Kabiru Haruna, in recognition of the teleco’s handling and resolution of customer complaints during the period under review.
According to the commission, Globacom exceeded its complaint resolution thresholds of 90 per cent and 97 per cent for Level 2 (L2) complaints, demonstrating its commitment to regulatory compliance, customer satisfaction and improved service delivery.
The NCC stated: “We are pleased to note that your organisation achieved and surpassed the Commission’s complaint resolution thresholds of 90% and 97% for Level 2 (L2) complaints. This accomplishment reflects your commitment to regulatory compliance, consumer satisfaction, and the continuous improvement of service delivery.”
The telecom industry regulatory commission maintained that effective complaint management and compliance with its established Service Level Agreements (SLAs) remained essential to strengthening consumer confidence and improving customer experiences across Nigeria’s telecommunications industry.
It also urged Globacom to sustain its performance by implementing additional measures to improve service quality, strengthen complaint resolution mechanisms and enhance customer satisfaction.
In response, Globacom’s management attributed its improved customer service performance to the continuous training of customer-facing personnel and strategic investments in modern technology aimed at boosting operational efficiency and responsiveness.
The company reiterated its commitment to maintaining high service delivery standards, stressing that its corporate philosophy, Never Settle for Less, continues to guide its efforts to improve customer experience.
Globacom assured: “Our philosophy, Never Settle for Less, embodies our determination to continually raise the bar in every aspect of our service delivery. We will continue striving to deliver experiences that reflect the confidence our customers have reposed in Globacom.”
Industry experts believe that the NCC’s commendation of the company highlights the importance of responsive customer service and effective complaint resolution in building trust between telecommunications operators and subscribers, especially as the industry continues to focus on improving service quality and consumer protection.
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