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When Dstv Hosted Customers in Ibadan(AllAfrica Via Acquire Media NewsEdge) As part of the feedback mechanisms, one of the subsidiaries of leading pay-TV provider, MultiChoice, Digital Satellite Television (DSTv) recently gathered its customers at SDM House, Secretariat area of Ibadan, the Oyo State capital where both the company and its subscribers discussed issues in the industry. What has been described as the Ibadan leg of MultiChoice customer forum was an occasion where the stakeholders came face to face with bare truths on how the services of the company could be improved upon towards the customers having better bargain for their money. It provided an opportunity for the hundreds of subscribers at the forum to commend MultiChoice for the initiative and urged the company to ensure sustenance of such engagement, which they said portrayed DStv as a brand that engages its customers positively. It was not about commendation alone, there were also issues raised and some of such issues raised at the forum included how to resolve the challenge of rain-fade, migration from one bouquet to another, payment channels for DStv subscription, introduction of toll-free customer line and pay-per-view services. Taking both the criticisms, commendations and suggestions with the equanimity they deserved, Caroline Oghuma, public relations manager of DStv, who led the company's team at the event, assured its millions subscribers of better qualitative, value-added and result-oriented service delivery in addition to the advanced broadcast technology that the subscribers would also benefit from as MultiChoice renewed its drive to boost its services. In her welcome address, she told the customers that the forum had as objective expression of gratitude to the subscribers for their loyalty over the years. She said the company also called the meeting to listen to their suggestions, advice and complaints, which provide constructive feedback necessary for the company's effective operation, adding: "MultiChoice is an innovation-driven organisation that continues to add value to its subscribers. This forum is equally designed to bring customers closer to the DStv brand in order for our esteemed subscribers to know and meet some of the people behind their pay-TV of choice." She stated that DStv would not relent in its focus on offering premium content and service to its customers. Speaking with journalists after at the event, the DSTv image-maker said the incidence of customers' complaints through the media would be eradicated with sustained drive to reach them constantly. She said that, "the objective is to create a platform for subscribers to air their views, make comments on our products and criticize us. It also gives us an opportunity to feel their pulse. Some customers complain in newspapers because there is no opportunity for them to ask questions. In order to reduce such things, we are coming down to meet them. We are leaving with customers' feedback and assurance that they can rely on us. We will continue to listen to them and upgrade our equipment. We are a pay TV station and we rely on the strength of our relationship with partners." Oghuma assured that the company would continue to contribute to the development of Nigeria's economic and social sectors, through its corporate social responsibility programmes. According to her, "we are investing in Africa and Nigeria is important to our business just like others. We have many staff of Nigerian origin, who are constantly trained and we have invested heavily in equipment that can transmit from even the remote places. These are part of the ways that we give back to the nation and contribute to its economy. Nigeria owes a very special place in our heart. We have over 300 resource centres in 29 states of Nigeria and a knowledge product that enables secondary school pupils learn on the television. "Teaching through audio-visual technique is a way of creating a better future for the pupils". At the event, which had in attendance the representative of the regulatory agency, the National Broadcasting Commission (NBC), Mrs. Pauline Ehusani, who is the Chief Monitoring Officer, lauded MultiChoice for the customer forum initiative. She advised that the engagement be sustained because it was an important mechanism in customer relations. The NBC representative said: "the organisation is established for Nigerians to ensure that broadcasters meet the need of TV viewers at all times. Even with the choices available, people still need to state if what they are served is not what they want. That is why a forum like this is much appreciated." She equally urged the subscribers to always engage their service provider, saying it is their right to complain but also enjoined them to give credit where it is due. In his brief remark, Adekunle Adenuga, MultiChoice's Regional Sales Manager, South-West, advised subscribers to always engage the services of DStv-accredited installers when setting up their decoders and for other after-sales services. He said engaging trained technicians would minimise service disruptions. Subscribers were told of new ideas on the DSTv which were demonstrated, including DStv Explora's unique features, such as the DStv Catch-Up that allows subscribers to watch their favourite shows they might have missed; Box Office, which gives opportunity to rent and watch for 48 hours current movies that are still in cinemas across the world, and also the capacity to record up to 220 hours of other programmes while watching their favourite live programmes, among others. Copyright Daily Independent. Distributed by AllAfrica Global Media (allAfrica.com). |