FiberOne Tops Nigeria’s ISP Sector in Customer Satisfaction – NCSI 2024

About the Nigeria Customer Service Index (NCSI)
The NCSI is Nigeria’s most comprehensive, independent benchmark for customer satisfaction across multiple sectors. Designed to evaluate customer perception of service delivery using quantitative methods and random sampling, the 2024 survey examined key service indicators such as:

• Trust and Professionalism
• Ease of Doing Business
• Complaint Resolution
• Innovation
• Competence and Accessibility

FiberOne’s outstanding performance across these metrics speaks to a culture built on responsiveness, transparency, and forward-thinking service design.

Leading with Purpose: Our Commitment to Customer-First Growth

While some providers focus on rapid, expansive growth—sometimes at the expense of service quality—FiberOne has chosen a deliberate and sustainable approach. This has allowed us to scale responsibly while preserving our core commitment to excellence. The NCSI result validates that strategy, showing that steady growth—anchored in reliability, yields long-term customer satisfaction.

In a market where expectations are rising, we continue to invest in systems, people, and innovation that make everyday digital life more dependable. From onboarding to post-installation support, we’ve embedded customer care into every touchpoint of the FiberOne journey.

Innovation That Puts Customers First
We understand that superior internet service must go beyond speed; it must offer control, consistency, and convenience. FiberOne has launched several innovations to meet this need:

• The MyFOB App, which empowers customers to:
• Pause Your Link – temporarily suspend service when not in use.
• Get Your Last Days Back – recover unused subscription days.
• Upgrade Your Link – adjust broadband plans effortlessly.

Battery Pack Solution – in response to Nigeria’s inconsistent power supply, we introduced a smart power backup device to ensure our customers stay connected through outages.

Pre-Connectorized Cable (PCC) Deployment – this technology enhances network efficiency, enabling faster installations and improved service quality.

Navigating Industry Realities, Staying Focused on Service
Nigeria’s broadband industry operates in a dynamic landscape, marked by infrastructural costs, terrain complexity, and overlapping administrative requirements. FiberOne continues to adapt to this environment by prioritizing operational excellence and maintaining close alignment with evolving industry standards.

While the sector experiences its fair share of operational challenges, we remain focused on being proactive rather than reactive, building internal resilience so our customers never have to experience the friction behind the scenes. Regulatory frameworks are important pillars of stability, and we continue to work within them while staying agile and customer-focused.

A Recognition That Reflects Our Values
FiberOne’s NCSI leadership reflects years of consistent focus on four service pillars:

• Unmatched Reliability – A robust Fiber-to-the-Home (FTTH) network with exceptional uptime and speed.
• Effortless Experience – A simplified journey from sign-up to daily usage.
• Tech-Driven Service – Harnessing digital tools to improve convenience and transparency.
• Customer Empathy – Listening, learning, and evolving with our users at the center.

Powering Nigeria’s Digital Future
Beyond the survey, FiberOne is shaping the future of digital access in Nigeria. From leading conversations at AfricaCom 2024 to expanding into new estates and business districts, we are laying the foundation for a more connected Nigeria, one community at a time.

We’re not just an internet provider, we’re an enabler of modern lifestyles, digital businesses, remote work, and virtual learning. And we’re honored that Nigerians have noticed.