The University of Lagos (UNILAG), Akoka, has conducted two comprehensive surveys aimed at enhancing service delivery across the institution. Coordinated by the university’s Quality Assurance and Servicom Unit, the “Student Experience Survey” and the “Service Compliance Survey” are part of UNILAG’s ongoing commitment to fostering a customer-centric environment and ensuring continuous service improvement for students, staff, and the wider community.
During 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 review existing policies and develop new ones in various service areas.
Saibu emphasized, “To stay updated on contemporary issues and enhance our services, we have conducted these surveys to gain firsthand insights into customer experiences and assess the quality of services provided by our units. We have more surveys planned to further improve our service delivery.”
He also revealed that 25 awards would be presented to recognize outstanding contributions within the university. “Five faculties and two departments will be honored for their prompt submission of student results and examiner schemes. This year, the criteria have expanded to include the submission of examiner schemes, reflecting their importance,” Saibu added.
Three academic units will be recognized for their innovative approaches to addressing student complaints, while two administrative units will be honored for their responsiveness and proactive measures in handling challenges. Saibu noted that selecting recipients from numerous deserving units was challenging but necessary for objectivity.
During the award ceremony, 51 students participated in an essay contest, with three top performers receiving cash awards. Additionally, three other students were recognized for their supportive roles in addressing student challenges and ensuring welfare, receiving cash prizes.
The university also acknowledged three companies that supported the Student Industrial Work Experience Scheme and three food vendors for their contributions to student welfare.
In her remarks, Vice-Chancellor Prof. Folasade Ogunsola acknowledged the difficulties faced by staff in the current socio-economic climate. “The reputation of this university is reflected in each of your offices and classrooms. We recognize the hardship and appreciate your sacrifices. While we may not be able to alleviate the challenges at this time, we want you to know that your efforts are valued,” she said.
Ogunsola urged staff to maintain their commitment to high-quality service despite these challenges, emphasizing that excellence should not be compromised. “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 affirmed.
National Coordinator of the Servicom Office, Nnenna Akajemeli, also spoke virtually, highlighting 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.
