Eltor Consult, a customer service training and advocacy outfit, has launched the maiden edition of its Customer Choice Awards to improve customer service delivery in the private and public sector.
The awards are also aimed at recognising and celebrating businesses and organisations which provide outstanding customer experiences.
According to the Chief Executive Officer of Eltor Consult, Etornam James Flolu, the awards are based on a 100% vote cast by customers only and is expected to reward and improve customer services across all categories of businesses.
There are 20 categories in all, which cut across a wide section of industries that maintain customer experiences – from banks to hospitals, telcos, grooming salons, local eateries such as waakye and fufu joints, as well as transportation services.
In an interview, Mr. Flolu said: “We have a guiding principle that the customer’s opinion rules. We launched the Customer Choice Awards to ultimately give the customer a voice. Our mission is to make more business owners as well as consumers aware of the importance of customer experience on the success and development of our businesses, and ultimately the development of our nation”.
He added that: “I don’t think there should be a board to determine customer experience. So, we have created a platform for you where you can speak up; and based on that we will reward the organisation. We are touching base because customer service and customer experience goes way down. So, we are touching base from the waakye sellers, the trotro, the taxi experience and all that; and that’s how we can appreciate how well we are doing as a country.
“This is actually data. We want to get to know the exact data of customer experience in the country, because some of them are speculative. We want to move away from the speculative aspects to something realistic and tangible. Most of the awards we have are based on some 30% board and 70% public. But I believe a board should not be the one to tell you what your customer experiences are,” Mr. Flolu concluded.
Voting, which will take place from September to December, can be done via the official mobile app, Speakupp – a technology platform that will be used to tally votes and encourage consumer participation. It can also be done via web or USSD. Winners will be awarded at a ceremony in January.
To encourage the public to participate in voting and sharing their voices, incentives in the form of weekly prizes and gift certificates to some of the nominated establishments will be given as prizes.
High participating voters will also ultimately stand a chance to win an educational scholarship or an all-expenses-paid trip to any African country of choice or Dubai.