*Dr. Aminu Maida, Executive Vice-Chairman/CEO, Nigerian Communications Commission, emphasises the strategic importance of excellent consumer experience on the occasion of the 2026 Customer Service Week, stating ‘service is central to our mandate’
Gbenga Kayode | ConsumerConnect
As the country joined the global world to celebrate Customer Service Week 2026, the Nigerian Communications Commission (NCC) has restated the strategic importance of Quality of Experience (QoE) of consumers in the telecoms ecosystem service is central to its mandate.
ConsumerConnect reports Dr. Aminu Maida, Executive Vice-Chairman/CEO (EVC/CEO) of the Nigerian Communications Commission (NCC), said this in his address Tuesday, October 6, 2026, on this occasion of this year’s commemoration of Customer Service Week Celebration, at the Commission’s Headquarters, in Abuja, FCT.
Maida noted that every policy the NCC formulates, every decision the leadership makes, and every regulatory intervention the Commission undertakes should ultimately, improve the experience of the industry stakeholders it serves.
The EVC/CEO of the telecoms sector regulatory Commission also said that move should support the development of Nigeria’s communications sector of the economy.
According to him, the theme of the 2026 Customer Service Week, “Going the Extra Mile”, has “a practical meaning in our daily work.”
Maida described the celebration of the Week as a veritable opportunity to appreciate the people behind excellent service, and reflect on how the Commission could serve its stakeholders better.
Giving further insight into the significance of excellent customer service to the NCC publics, the Executive Vice-Chairman explained the concept means “listening carefully, responding promptly, explaining our decisions clearly, and following through on commitments.”
He said: “Sometimes, it is as simple as helping someone understand the next step, providing an update before they have to ask, or taking responsibility for an issue until it reaches the right person and is addressed.”
According to him, in an increasingly digital environment, people expect services that are efficient, transparent and responsive in the ecosystem.
Place of technology, systems in regulatory excellence
Highlighting importance of deployment of relevant technology tools and systems, the EVC/CEO emphasised that technology helps the Commission to meet those expectations.
He, however, stated that it is the leadership of the telecoms regulatory Commission’s judgment, empathy and professionalism that give those services their value to consumers.
In regard to the reason stakeholders need to accord customer service priority attention, Maida explained that behind every inquiry or complaint is someone who needs an answer, a solution or the reassurance that their concern is being taken seriously.
Maida appreciates NCC personnel
Dr. Maida, in his address at the event, stated: “I want to thank the staff of the Commission for the work you do every day. Whether you respond to consumer complaints, engage with licensees, support regulatory processes, manage communications or provide internal services, your contribution matters. “Much of this work happens quietly, but its impact is felt across the Commission and by the stakeholders who depend on us.”
He as well noted that internal service deserves particular attention.
The EVC/CEO of the Commission said: “Quality of Service (QoS) we provide to one another affects the quality of service we deliver to the public.
“When we share information promptly, respond to colleagues and work effectively across departments, we help the whole Commission perform better.”
He stated: “I also acknowledge our consumers, industry partners and other stakeholders.
“Their feedback helps us understand where we are doing well and where we need to improve.
“We must remain willing to listen, learn and act on what that feedback tells us.”
Maida, therefore, encouraged the NCC staff to identify something the Commission could improve in their daily work.
According to him, it may be a response that takes too long, a process that causes unnecessary difficulty, or a recurring complaint whose underlying cause needs attention.
Emphasising the significance of doing this, the Executive Vice-Chairman of NCC said addressing such issues would demonstrate how the telecoms regulator turns its commitment to service excellence into actual results.
He also noted: “Let us continue to treat every stakeholder with courtesy and respect, uphold the highest standards of integrity, and take ownership of our responsibilities.
“These everyday actions build trust in the Commission and strengthen confidence in our work.”
Maida lauded the staff of the Commission, and averred: “Thank you for your dedication and for the care you bring to serving others.
“Let us carry the spirit of ‘Going the Extra Mile’ into our work throughout the year.”