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NSE Launches Satisfaction Survey to Enhance Customer Experience

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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NGX Group Chairman Seeks Regional Collaboration to Unlock West Africa’s Trade, Investment Potential

Umaru Kwairanga, chairman, Nigerian Exchange Group (NGX Group), has called for stronger regional cooperation to harness the untapped potential of West Africa’s trade and commodity markets.
Speaking at the inaugural West Africa Economic Summit (WAES) 2025 held under the theme “Unlocking Trade and Investment Opportunities in the Region”, Kwairanga highlighted the critical role of capital markets and commodity exchanges in transforming the region’s abundant natural resources into organised, transparent capital that fuels industrialisation and inclusive economic growth.
The summit brought together key stakeholders from across West Africa to deliberate on strategies for accelerating regional integration, strengthening capital markets, and unlocking the full potential of intra-African trade.
In his remarks during a high-level panel on “Commodities as Capital: Regional Commodities Exchange & Reserves”, Kwairanga noted that despite West Africa’s wealth of raw materials, the region continues to face a paradox of resource abundance coexisting with capital scarcity.
“As a nation and region, we are abundantly rich in raw materials, but often poor in capital outcomes. This paradox is not due to a lack of resources, but due to the way these resources have historically been excluded from structured financial ecosystems.
Commodities, whether agricultural, mineral, or energy, must be seen not just as tradeable goods, but as investable assets capable of powering industrialisation, job creation, and macroeconomic stability,” he said.
Kwairanga emphasised NGX Group’s commitment to building resilient market infrastructure that supports price discovery, clearing, settlement, and investor protection, systems that can underpin thriving regional commodity markets.
He highlighted NGX Group’s role in mobilising capital for commodity value chains through IPOs, bonds, and structured funds, citing the success of NGX-listed companies like Presco and Okomu Oil as models for attracting long-term investment.
On the question of regional versus national commodity exchanges, Dr. Kwairanga advocated for a dual approach that combines the strengths of national platforms with the scale and integration benefits of regional frameworks.
“National exchanges address local needs and build depth, but for West Africa to unlock the full potential of commodity trade, we must connect these markets under a regional structure.
“Regulatory harmonisation will be key, and this is where NGX Group’s experience in governance, coupled with platforms like the African Exchanges Linkage Project and the Pan-African Payment and Settlement System, can help align standards and enable seamless cross-border transactions,” he stated.
Addressing liquidity challenges, Kwairanga outlined the need for harmonised rules, trustworthy infrastructure, product innovation, and incentives to drive participation. He called for public-private partnerships and regional integration to deepen market liquidity and ensure efficient price discovery.
Beyond the panel discussions, Kwairanga commended the vision of President Bola Tinubu and the Minister of Foreign Affairs, Ambassador Yusuf Maitama Tuggar, for spearheading the summit. “There is power in unity and prestige in size. The great economic powerhouses of the 21st century, such as the United States and China, have risen to prominence partly because of the scale of their markets.
A united West Africa can achieve the same if we work together on initiatives like this,” he said, expressing optimism that the summit would produce actionable frameworks to reduce trade barriers, encourage regional investment, and fast-track economic growth across ECOWAS.
NGX Group, he added, remains committed to supporting cross-border investments, citing its participation in the African Exchanges Linkage Project and the increasing regional footprint of NGX-listed companies such as Dangote Cement, First Bank, Zenith Bank, Access Bank, and Ecobank.
News
DBN Awards N13m in Grants to Tech Startups

Development Bank of Nigeria (DBN) has awarded a total of N13 million in grants to three standout tech startups at the 2025 Techpreneur Summit held in Lagos, reinforcing its commitment to innovation and inclusive growth among Nigeria’s micro, small, and medium enterprises (MSMEs).
The winners include: BuyScrap, a digital marketplace for recyclable materials – N6 million; Qiqi Farms, which connects local farmers to hospitality and export markets – N4 million; Eco-Cyclers, a youth-led recycling initiative based in Enugu – N3 million
Alongside the grant awards, DBN also launched a new digital data asset, a first-of-its-kind platform aimed at enabling data-driven decisions within the MSME ecosystem.
The platform offers deep insights into business trends, sector-specific challenges, and growth opportunities—supporting smarter policymaking and targeted investments.
In his keynote address in Lagos, Tony Okpanachi, managing director/ CEO, DBN, described the event’s theme, “CTRL + SHIFT: Tech Empowered Movement for Naija,” as a strategic call to reimagine enterprise development in Nigeria.
“This isn’t just a keyboard shortcut,” he said. “It’s a mindset reset—powered by technology—to build a more inclusive, innovative, and resilient business landscape. From financing to innovation, DBN remains committed to enabling MSMEs to thrive.”
Okpanachi emphasized that the Summit aligns with DBN’s AMPLIFI Strategy, which integrates digital transformation, sustainability, and scalability into its core programs.
He highlighted initiatives such as the Digital Shift Workshops and the Eco-Innovation Challenge as key steps toward embedding innovation in Nigeria’s MSME sector.
Encouraging young innovators, he added: “The future belongs to those bold enough to imagine and build it. DBN is proud to support the ideas that will shape tomorrow.”
A major highlight was the unveiling of the DBN Data Asset—a digital platform designed to provide real-time, evidence-based insights into Nigeria’s MSME landscape.
The platform combines DBN’s proprietary data with external sources like the National Bureau of Statistics (NBS) to offer a comprehensive view of MSME performance by region and sector.
Jeremy Dan Okayi, DBN’s Head of Strategy, Policy & Innovation, described the platform as: “A reservoir of insight, potential, and direction—built on two years of collaboration and shared vision. This tool will support informed decision-making across the public and private sectors.”
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FCCPC Shuts France, Belgium, and Italy Visa Centres in Abuja Over Alleged Consumer Rights Violations

In a bold enforcement action, the Federal Competition and Consumer Protection Commission (FCCPC), supported by the Nigeria Police Force and the Nigeria Security and Civil Defence Corps (NSCDC), has sealed off the visa application centres of France, Belgium, and Italy in Abuja over alleged consumer protection breaches and obstruction of regulatory investigations.
The affected centres—located at Mukhtar El-Yakub House in the Central Business District and operated by TLS Contact, a Teleperformance Company—were shut down following reports that they refused to accept formal correspondence from the FCCPC regarding a consumer complaint. The Commission cited further infractions, including obstruction of investigation and alleged assault of its officers during lawful duties.
Speaking to journalists at the scene, Mrs. Boladale Adeyinka, Director of Surveillance and Investigations at the FCCPC, explained: “This is an enforcement operation against TLS. On March 25, 2025, we served them a letter to address a consumer complaint, which they refused to accept. Instead, TLS officers assaulted our team, and in a subsequent visit on June 17, they also allegedly assaulted uniformed police officers.”
Citing Section 33 of the Federal Competition and Consumer Protection Act (FCCPA), Mrs. Adeyinka emphasized that failure to comply with Commission directives constitutes a criminal offense, punishable by imprisonment, fines of up to ₦20 million, or both.
TLS has been ordered to appear before the Commission on June 20, 2025, to provide testimony, submit evidence, and make formal depositions. The company may be held liable for any financial losses suffered by applicants due to the disruption of visa services.
Despite multiple requests for comment, management at TLS Contact declined to respond as of press time.
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