A customer satisfaction survey report for Nigeria’s aviation business has been released by Phillips Consulting Limited in an effort to benefit the sector there.
At the recent Nigeria-South Africa Chamber of Commerce breakfast meeting held at the Eko Hotel in Lagos, PCL revealed the findings as part of its 30th anniversary celebration.
At the meeting, Rob Taiwo, the managing director of PCL, said, “We are pleased to present you with the PCL. Nigeria’s Aviation Industry 2022: Customer satisfaction survey report. Among other findings, the report captures insights into the aviation industry through the lens of travellers. It includes inputs from various sources, but most critically, from customers. This report is a must-read for industry stakeholders.
“Our population and natural constitution for travel mean that the Nigerian aviation industry can be one of the most lucrative in the world. However, we must re-engineer a business model that is over-reliant on foreign currency. Let’s work towards the pcl. the report says the customers actually want safety, affordable ticket pricing and flights that leave on time. If public and private sector stakeholders can work collaboratively and selflessly to build around these three pillars, everything else will fall into place.”
According to Samuel Bamidele, head of research and intelligence at PCL, Nigeria’s aviation sector is expanding and recovering from the pandemic more quickly than expected globally. According to him, despite the fact that operators in the industry faced a number of pressure points or difficulties, pcl anticipated that the sector’s upward trend would continue.
He said, “One of the highlights of the Phillips Consulting aviation survey report is the low capacity in the industry, which we infer from challenges passengers face with securing urgent tickets and increased costs for late bookings. In addition, we found that 16.24 per cent of survey respondents do not prefer any airline, indicating that existing competition and potential new entrants are strong challengers for market share.”
Paul Ayim, a senior partner at the company, stated that the aircraft Center of Excellence was established as a means of conducting research on industry best practices, disseminating them, and facilitating the alignment of structure, processes, people, and metrics with strategy. “The CoE leverages on our 30 years’ experience supporting clients and stakeholders in Nigeria’s aviation industry on transformation projects and initiatives.”
