Leading pay-TV provider, MultiChoice Nigeria, has assured the Consumer Protection Council (CPC) of its commitment to the continuous provision of top quality service to its subscribers.
The assurance was given in Abuja on Thursday at the scheduled hearing into costumer complaints, which held at the head office of the CPC.
Managing Director, MultiChoice Nigeria, John Ugbe, led the team of experts to the hearing. The team, comprising of experts in various areas of the company’s operations, arrived the venue of the hearing with a number of official documentation that the CPC had requested to be brought along.
Speaking at the hearing, Ugbe said: “We recognise the role the CPC plays in consumer protection and we are glad that we have the opportunity to meet with them in order to achieve optimal customer satisfaction, which is our key objective.”
He explained that the company brought along experts in various areas of its operations because it holds the CPC in high esteem, shares its commitment to customer satisfaction and desires a speedy and satisfactory resolution to the matter through the expertise of the team it brought along.
Ugbe reiterated MultiChoice’s commitment to customer satisfaction, saying the customer is the reason the company has remained a going concern. “Our customers guide the decisions we make and all our initiatives continue to be geared towards a rewarding customer experience for our subscribers. We await further communication on a new appointment from the CPC, as we work jointly towards improved quality and content for our customers,” said Ugbe.
Early last month, the CPC announced its intention to find out the challenges MultiChoice is facing in its operations, with a view to finding solutions to such in a way that would enhance the satisfaction of its subscribers.
The company has, at different fora, stated a number of initiatives it has developed to ensure that its subscribers obtain value from its services. These have taken the form of enhancements across all aspects of its operations.
Chief among these is the provision of more payment platforms to make payment easier through partnerships with e-payment platforms and a series of self-help options, which make for easier resolution of queries by subscribers.
Also, the company has repaired, at no cost to subscribers, over 140,000 decoders between 2012 and this year. The repairs, depending on the model of the decoder, cost between N7,500 and N10,000. The company said it undertook the repairs because its decoders purchased from authorised outlets are covered by a one-year warranty.
Most decoder faults, the company has variously explained, are attributable to power surges, which occur when power is restored after an outage.
To reduce the occurrence of this unforeseen phenomenon, the company has continued to advise customers to protect their electrical equipment, including decoders, with surge protectors.
Another major customer initiative by the company was the decoder swapping programme, which it ran from last year to the early part of this year.
The programme was aimed at having subscribers swap their legacy non-secure decoders for new secure decoders-free of charge.
The programme, initially slated to terminate last November, was extended till 28 February 2015 to accommodate more subscribers willing to benefit from it.
By the time the programme ended, the value of swapped devices had exceeded N1billion. This was exclusive of the amount spent on customer awareness through various media channels.
