Dana Air (Nigeria) has been rated as number one in Customers Access to Customer Service
“The easier Customers’ reach you the more effective they think your Customer Service is”
Dana Air (Nigeria) has been rated as having the best overall performance in accessibility of customers to its customer service unit by Telephone. With this performance, it means that customers experienced the least of frustration in getting through to Dana Air help desk. This was the findings in the study carried out by customerserviceview.com and AGSIL Consult in the first and second quarters of this year 2011.
Accessibility and responsiveness are two major customer concerns when it comes to the readiness of an organisation to address customer service issues. Accessibility is the ease with which customers can reach a service organisation to address a service issue. Responsiveness is the timeliness and effectiveness of the action taken to address the customer service issue.
The focus of the study is first on accessibility, which is a precursor to responsiveness and eventually good customer service.
The more difficult it is for customers to reach you the less you are perceived as willing/enthusiastic to handle customer service issues appropriately.
The study checked on such areas as availability of dedicated lines, functionalities of the lines, timeliness of response and estimated cost to the customers.
This is a continuous tracking study that will cover other industries and sectors as well as other customer contact points.
Details of the study will be made available on request
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