By Grace Edema
Akoka, Nigeria – October 15, 2024 – The University of Lagos (UNILAG) has launched two comprehensive surveys aimed at improving service delivery across the institution. The “Student Experience Survey” and the “Service Compliance Survey” were coordinated by the university’s Quality Assurance and Servicom Unit as part of a broader initiative to create a customer-centric environment and ensure continuous enhancement of service quality for students, staff, and the community.
During the observance of the 2024 International Customer Service Week, themed “Above and Beyond,” Prof. Olufemi Saibu, Director of the Quality Assurance and Servicom Unit, announced plans for additional surveys to evaluate existing policies and develop new ones in various service areas.
“To stay abreast of contemporary issues and enhance our services, we have conducted these surveys to gain firsthand insights into customer experiences and assess the quality of services offered by university units. More surveys are planned to further improve our service delivery,” Saibu stated.
As part of the initiative, UNILAG will present a total of 25 awards to recognize outstanding contributions within the university. Five faculties and two departments will be honored for their timely submission of student results and examiner schemes, with expanded criteria this year to include the submission of examiner schemes.
Additionally, three academic units will be recognized for their innovative approaches to addressing student complaints, while two administrative units will be acknowledged for their responsiveness and proactive measures in handling challenges.
Vice-Chancellor Prof. Folasade Ogunsola expressed gratitude for the hard work of the staff amidst socio-economic challenges. “The reputation of this university is reflected in each of your offices and classrooms. While we may not be able to alleviate the challenges at this time, we want you to know that your efforts are valued,” she affirmed.
Ogunsola urged staff to maintain their commitment to high-quality service despite difficulties, emphasizing that excellence should remain a priority. “Providing outstanding quality service is not about the situation; it’s despite it. Together, we can create a customer-centric organization where every unit prioritizes good customer service,” she added.
In a virtual address, Nnenna Akajemeli, National Coordinator of the Servicom Office, highlighted the importance of collaboration among various units to foster unity and excellence. “This celebration underscores the significance of customer service. In institutions like UNILAG, SERVICOM serves as the customer service arm to enhance the lives of every Nigerian and other stakeholders,” she stated.
