In a competitive market where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. The difference between those that simply survive in business and those that excel is keeping abreast of, and adjusting to the ever changing attitudes and expectations of the customers. There was a time when the choices available on where and who to deal with was limited. At the time, power belonged to the business owners, customers had nowhere else to go and thus customer satisfaction was not so important.

Today, customers are becoming increasingly more demanding, less tolerant and very critical when their expectations are not being met. At the moment, customers have a lot of choices on where and who to deal with. As a result, the power has now shifted to the customer. If they feel you cannot satisfy their expectations they will simply vote with their feet and deal with someone who will. It is one thing for a company to feel that it is rendering the best services to the customers, but it is entirely a different thing if the customers think the company has not done well. Interestingly, it is the customers’ perception or experience that will guarantee further patronage of services rendered by business owners. Therefore, it is essential for businesses to effectively manage customer satisfaction.

Motivation
Nigerian telecommunication subscribers seem to be one of the most dissatisfied set of customers. Telecoms operators are perceived as largely insensitive to quality of service issues. Service quality is commonly seen as a prerequisite and determinant of competitiveness for establishing and sustaining satisfying relationships with customers. Service quality is an important indicator of customer satisfaction. Attention to service quality can make an organisation different from other organisations and gain a lasting competitive advantage. Investigation reveals that eight out of every 10 subscribers often complain about poor services. The level of unreliable service has led many Nigerians to use more than one line as sales of dual SIM (Subscriber Identification Module) phones are on a record high.

Our Survey
A Customer Satisfaction (CS) survey carried out by MarkMonitor Nigeria Limited, publishers of FinIntell, attempts to delve into the psyche of some GSM (Global System for Mobile Communication) and CDMA (Code Division Multiple Access) subscribers and produced some surprises as well as some expected performances. Our Investigation which cuts across 12 States in the six geopolitical zones namely: Lagos, Ibadan, Edo, Imo, Enugu, Anambra, Rivers, Kano, Katsina, Sokoto, Niger and Abuja for over six weeks showed that most of the leading service providers believed to have the best strategic advantage over other networks fell below consumer satisfaction in most indices measured. While we acknowledge that there are a wide range of factors that influence subscribers’ opinion, the survey regards each respondent’s perception.

The survey covered over 2,000 respondents’ opinions in six categories:

The Most Stable GSM/CDMA Network
The Best Responsive GSM/CDMA Call Centre
The Cheapest GSM/CDMA Network (calls)
The Best GSM/CDMA Provider of Broadband Services (speed)
The Best GSM/CDMA in Promo Innovations
The Best GSM/CDMA in Corporate Social Responsibility (CSR)
Summary of Findings
The GSM Service Providers: In the GSM subsector, MTN Nigeria emerged overall favourite, beating the remaining GSM service providers to be rated best in four out of six categories:

The Most Stable GSM Network: MTN (29.45%), Globacom (26.45%), Airtel (24.05%), Etisalat (20.05%).
The Best Responsive GSM Call Centre: MTN (29.57%), Airtel (28.08%), Etisalat (27.58%), Globacom (14.77%).
The Cheapest GSM Network (calls): Etisalat (43.70%), Airtel (26.80%), MTN (15.00%), Globacom (14.50%).
The Best GSM Provider of Broadband Services (speed): MTN (32.68%), Etisalat (31.68%), Globacom (23.77%), Airtel (11.87%).
The Best GSM in Promo Innovations: Etisalat (36.60%), MTN (26.20%), Globacom (23.80%), Airtel (13.40%).
The Best GSM in Corporate Social Responsibility (CSR): MTN (49.02%), Globacom (25.73%), Etisalat (15.32%), Airtel (9.93%).

The CDMA Service Providers: In the CDMA subsector, Starcomms was overall best, topping in four categories out of six:

The Most Stable CDMA Network: Starcomms (46.70%), Visafone (39.40%), Multilinks (9.70%), Zoom (4.20%).
The Best Responsive CDMA Call Centre: Starcomms (43.03%), Visafone (40.02%), Multilinks (12.73%), Zoom (4.22%).
The Cheapest CDMA Network (calls): Starcomms (40.00%), Visafone (35.50%), Multilinks (17.30%), Zoom (7.20%).
The Best CDMA Provider of Broadband Services (speed): Starcomms (49.10%), Visafone (32.30%), Multilinks (11.30%), Zoom (7.30%).
The Best CDMA in Promo Innovations: Visafone (49.60%), Starcomms (35.20%), Multilinks (9.10%), Zoom (6.10%).
The Best CDMA in Corporate Social Responsibility (CSR): Visafone (42.20%), Starcomms (33.20%), Multilinks (12.50%), Zoom (12.10%).

Sourse: http://www.myfinancialintelligence.com/telecoms-and-it/telecoms-customer-satisfaction-survey-springs-surprises/2013-02-05

Hello,
I am conducting a survey on 'The impact of customer relationship management (CRM) on improving customer satisfaction in MTN Nigeria'. No personal information is required, opinions will be held in strict confidence and will not be used outside the purpose of this survey.

To participate, all you have to do is click on the link below:
https://qtrial.qualtrics.com/SE/?SID=SV_6nhhXi6YE2Oreo5
It takes about 3mins to complete.

I need as many responses as I can get so pleeeeeaaase help me achieve this. Also, you can forward it to your friends fill it more than once if you wish. You can get the results of the survey if you drop me a mail at frankie_oliha@yahoo.co.uk.

Thanks for your cooperation,
Esosa