Visafone has introduced an opinion poll methodology tagged; Net Promoter Score (NPS) as a way of ensuring excellent customer service delivery and responsiveness to customers.
The Visafone NPS aims to measuring market performance and customers’ views about its products and services. It identifies its core competitive areas and assesses alignment with customer perception to satisfy an increasing crop of customers from all walks of life.
Mrs. Lynda Amechi, Visafone’s head of Customer Care, described the initiative as a laudable one that provides Visafone a firm platform to sample public opinion by researching customer knowledge, perception, and attitude/intentions with reference to Visafone’s products and services.
“For example, questions like- how likely is it that you would recommend Visafone to a friend or colleague? would be asked and responses obtained on a scale. An index developed therefrom would then be used in evaluating our services and brand advocacy by customers,” Amechi said
According to Amechi, the ongoing evaluation aids the continuous drive for improved customer experience, and therefore the popularity and relevance of the Visafone brand.
Visafone is known for programmes that guarantee customer intimacy, apart from giving them value for money through attractive tariffs and excellent voice and data quality.
Visafone, which started commercial operation in February, 2008, operates with the service ideals of quality, clarity and coverage. The network which promises to renew the joy of communication and give Nigerians the passport to reach the world, recently upgraded its network capacity to 5 million.
Visafone has recorded several firsts since its establishment, the most recent being its certification by CDG as the first Open Market Handsets (OMH) compliant network in Africa. Visafone has won several prestigious awards for excellence, innovation and customer initiatives.
Visafone to Improve Service Delivery with NPS
