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NSE Launches Satisfaction Survey to Enhance Customer Experience

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The Nigerian Stock Exchange (NSE) recently launched the 2021 NSE Customer Satisfaction Survey to measure customer satisfaction and note areas of improvements.

The survey is anticipated to play a role in bringing about impactful improvements that will enhance the capital market experience.

According to the exchange, the customer satisfaction survey takes less than a minute to complete and participation in the survey is anonymous.

The NSE explained that over the years, it had embarked on several projects aimed at enhancing market liquidity, providing diverse and innovative products, and improving market access for its global community of investors and issuers.

“In line with the NSE’s aspiration to be the preferred market for end-to-end customer experience by adopting a business model that improves its market efficiency and provides flexibility to offer globally competitive products and services, the NSE embarked on the journey to demutualise.

“At the heart of the demutualised NSE will be the continued goal of putting customers first, attaining service excellence, and delivering better value to investors. Consistent with its commitment to delighting its customers, the NSE developed a Customer Needs Framework to provide a holistic view of the needs of its customers across the value chain and deliver an insight-driven customer experience.

“This framework will help the NSE identify important unmet needs of its customers; establish a hierarchy of needs, antes and drivers for various customer segments; develop a comprehensive customer segmentation; achieve customer outcomes (product, service, experience design and delivery) based on segmentation and needs analysis; and increase customer acquisition, loyalty and advocacy,” it said.

The exchange added that as a customer-centric organisation, it was aware that it must thoroughly understand the needs of its customers, stay abreast of the prevalent customer sentiment and seek valuable feedback to enable continuous improvement of the customer experience.

“Upon demutualisation, the NSE will assume a new organisational structure that supports its strategic ambitions to operate as a more competitive business while maintaining full compliance with its regulatory and governance requirements. The new structure will consist of a non-operating holding company and three subsidiaries.

The new holding company – the Nigerian Exchange Group Plc (NGX Group) will be responsible for strategic acquisitions and investing functions while the operating exchange – Nigerian Exchange Limited (NGX), will continue the core exchange functions of listing, trading, market data and ancillary services.

NGX Regulation Limited (NGX REGCO) will be a fully independent subsidiary that will undertake the regulatory functions of Nigerian Exchange Limited while NGX Real Estate Limited (NGX RELCO) will be an independent company responsible for real estate activities,” the exchange said.


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Stakeholders Say AgriTech, Open Data, Critical to Nigeria’s Digital Economy

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Stakeholders in the Information and Communication Technology (ICT) sector have identified agricultural technology (AgriTech) and open data platforms as essential tools for advancing Nigeria’s digital economy, particularly in promoting inclusion and improving rural development.

Speaking at the session titled “Design Workshops Building Productive Sectors: Investing in the Digital Economy” during the 31st Nigerian Economic Summit (NESG) in Abuja,

Toluwaleke Adenmosun, senior partner at Verraki, said agriculture offers an opportunity for digital transformation.

“Some groups proposed open data platforms to improve the sourcing of agricultural commodities, while others emphasized the use of AgriTech to simplify and formalize the agricultural value chain,” she said.

Adenmosun also raised concerns about the lack of transparency in tax and levy structures affecting businesses. She called for digital tools to streamline compliance.

“Industry players face challenges not only with formal taxes but also with various levies and charges. A simple platform that outlines required payments and confirms when they are made can be implemented quickly and would address this,” she said.

She added that successful implementation requires clear leadership, whether from the public or private sector.

“It’s not solely a government responsibility. Someone must take ownership, drive execution, and raise awareness among farmers and stakeholders,” she said.

Participants also noted the need for awareness campaigns, as many farmers remain unaware of digital tools that can boost productivity and improve market access.

Olabode Ojo, vice president of Global Independent Connect Limited (GICL), a subsidiary of IHS Towers Nigeria, reaffirmed the company’s commitment to expanding digital infrastructure in underserved areas.

“At GICL and IHS, our goal is to provide the infrastructure to support Nigeria’s digital economy,” said Ojo.

He noted that the company has deployed over 600 rural connectivity sites across 26 states and installed more than 16,000 kilometers of fiber optic cables, supporting mobile technologies such as 2G, 3G, and 4G.

“People in these areas now have access to education, healthcare, and digital financial services,” he said. “This supports broader development.”

Ojo also referenced government plans led by the Federal Ministry of Communications, Innovation and Digital Economy to deploy 90,000 kilometers of fiber optic infrastructure and establish 7,000 rural telephony sites.

“These plans are ambitious but achievable,” he said. “We are ready to collaborate with the government to help make them a reality.”

While agriculture is not GICL’s core focus, Ojo acknowledged its role in the digital economy and the importance of infrastructure in enabling farmers’ access to data.

“These goals are within reach with collaboration from all stakeholders,” he said. “We must stay focused and work together to achieve them.”

With continued investment from both public and private sectors, stakeholders agreed that AgriTech, open data, and rural connectivity are vital to building a more inclusive digital economy in Nigeria.


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Yakubu Steps Down, Agbamuche-Mbu Takes Over INEC Leadership

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May Agbamuche-Mbu, a National Commissioner at the Independent National Electoral Commission (INEC), has assumed office as the acting Chairman of the Commission following the formal handover by Professor Mahmood Yakubu, who is proceeding on terminal leave.

The transition was announced during a stakeholders’ meeting with Resident Electoral Commissioners held on Tuesday at the INEC headquarters in Abuja.

Speaking at the meeting, Yakubu explained that he was stepping down in accordance with Section 306, Subsections 1 and 2 of the 1999 Constitution (as amended), having served the Commission for nearly a decade.

“In recognition of the significant challenges ahead, and having had the honour of serving the Commission for the past 10 years, with only a few weeks remaining in my tenure, I have made a decision,” Yakubu said.

“In the interim, I am handing over to one of the most senior national commissioners by date of appointment. Following consultation with other national commissioners, May Agbamuche-Mbu will serve in an acting capacity pending the appointment of a substantive chairman of the Commission.”

He expressed hope that the transition would afford the appointing authorities adequate time to name a new chairman and allow the incoming leadership to settle quickly into the task of conducting elections and electoral activities in what he described as Africa’s most demographically and logistically complex environment.

Reflecting on his tenure, Yakubu noted that since 2015, he had worked with 24 national commissioners and 67 resident electoral commissioners, as well as thousands of staff across the country.

He expressed deep appreciation for their support and acknowledged the contributions of civil society groups, development partners, and Nigerians at large.

He also praised members of the National Youth Service Corps, calling them “among the most educated, most patriotic, and most knowledgeable election officials I have worked with.”

“Above all, I thank Nigerians for their comments as well as criticisms, which encouraged rather than discouraged us to persevere,” he added.

As part of his farewell, Yakubu presented two publications documenting the Commission’s work during his tenure: Election Management in Nigeria 2015–2025 and Innovations in Electoral Technology 2015–2025.

He concluded his remarks with a prayer for the continued progress of Nigeria’s democracy.

“It is now my pleasure to sign my official handing over notes and present the same to Agbamuche-Mbu. And from that point, I will take my exit,” he said.

Before stepping down, Yakubu outlined INEC’s preparations for several upcoming elections, including the Anambra State governorship election next month, the Area Council election in the Federal Capital Territory in February 2026, the Ekiti State governorship election in June 2026, and the Osun governorship election in August 2026.

He also confirmed that INEC had already begun preparations for the 2027 general elections, while awaiting the passage of a new Electoral Act currently before the National Assembly.

Yakubu highlighted the need to further clean up the voters’ register, review polling unit locations, and manage party primaries effectively.

He acknowledged the logistical challenges of election management in Nigeria, citing insecurity, natural disasters such as floods, and the need to update frameworks for internally displaced persons’ voting.

He also listed several innovations introduced under his leadership, including the consolidation of the biometric register of voters, the digitization of manual processes, technologies for locating election facilities, virtual training platforms, systems for managing political party finances, and the Election Monitoring and Support Centre.

“Indeed, we have made tremendous progress, but a lot more needs to be done,” he said.

Born in May 1962, Yakubu previously served as Executive Secretary of the Education Trust Fund before his appointment as INEC Chairman by former President Muhammadu Buhari on October 21, 2015.

He assumed office on November 9, 2015, succeeding Professor Attahiru Jega. In 2020, he was reappointed for a second five-year term, becoming the first INEC chairman in Nigeria’s democratic history to be reappointed and confirmed by the Senate.


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PalmPay Honoured as Consumer-Friendly Business of the Year 2025 @ Lagos State Consumer Protection Agency Awards

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L-r: Mrs Wemimo Jayeoba, Director of Finance and Accounts, LASCOPA; Opara Onyinyechi, Senior Regulatory Compliance Specialist at PalmPay; Adenopo Ridwan Adekunle, Regulatory Liaison Officer, PalmPay; Ezeigbo Ugochi Boniface, Public Relations Officer, PalmPay, at Consumer Service Week and Awards Ceremony on Tuesday, 30th September.
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PalmPay, Nigeria’s leading digital banking platform, has been recognised with the prestigious Consumer-Friendly Business of the Year 2025 Award at the Lagos State Consumer Protection Agency’s (LASCOPA) annual Consumer Service Week and Awards Ceremony, held on Tuesday, September 30, 2025, at Adeyemi Bero Hall, The Secretariat, Alausa, Ikeja, Lagos.

The event, organised by the Lagos State Consumer Protection Agency (LASCOPA), celebrated businesses and organisations that demonstrate exceptional commitment to consumer rights, service excellence, and customer satisfaction.

PalmPay’s recognition underscores its dedication to delivering secure, reliable, and inclusive financial services to millions of Nigerians. With a focus on transparency, innovation, and customer-centricity, PalmPay continues to empower consumers by offering secure transactions, fraud protection, convenient payment solutions, and exceptional customer support.

Commenting on the award, Opara Onyinyechi, Senior Regulatory Compliance Specialist, PalmPay, said: “We are deeply honoured to receive the Consumer-Friendly Business of the Year Award from LASCOPA.

This recognition reaffirms our commitment to putting our customers at the heart of everything we do. At PalmPay, we will continue to champion trust, accessibility, and innovation in financial services, ensuring that every user experiences safe and seamless banking.”

The Consumer Service Week and Awards are part of a global initiative that highlights the importance of consumer protection and celebrates organisations that prioritise consumer welfare. By honouring PalmPay, LASCOPA have reinforced PalmPay’s role as a trusted partner in Nigeria’s financial ecosystem.

PalmPay is a leading digital banking platform driving financial inclusion and economic empowerment in underserved emerging markets. Through its secure, user-friendly, and inclusive suite of financial services, PalmPay empowers individuals and businesses with tools to manage and grow their money.

PalmPay offers a comprehensive range of products, including mobile payments, savings, and micro-insurance via its app and mobile money agent network.

Since launching in Nigeria in 2019 under a Mobile Money Operator license, the platform has grown to over 35 million app users and processes up to 15 million transactions daily. PalmPay has operations in Nigeria, Ghana, Tanzania, and Bangladesh.


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