The Lagos State Governor, Mr Babajide Olusola Sanwo-Olu, has called on manufacturers, brands and public institutions to move beyond customer satisfaction and prioritise trust, empathy, accessibility and sustainability in their dealings with consumers.
Sanwo-Olu made the call on Wednesday at the 5th Consumers Value Awards and Brand Xchange Awards held at the Radisson Blu Hotel, Ikeja, Lagos, where he served as Guest of Honour. He spoke through the General Manager/Chief Executive Officer of the Lagos State Consumer Protection Agency (LASCOPA), Mr Afolabi Solebo.
The Governor said the theme of the event, “Beyond Satisfaction: Redefining Consumer Value in a New Economy,” reflected changing consumer expectations in an economy shaped by volatility, digital disruption and increasing access to information.
According to him, consumers are no longer merely buyers of goods and services but are increasingly informed and empowered through digital platforms and social media. He said consumer value must therefore extend beyond meeting expectations to building lasting relationships based on trust, empathy, accessibility and sustainability.
Sanwo-Olu urged businesses to adopt a proactive approach by anticipating consumer needs, maintaining quality and developing innovative ways of managing economic pressures rather than simply transferring increased costs to consumers.
He also reaffirmed the Lagos State Government’s commitment to creating an enabling environment for value-driven competition through infrastructure development, including roads, power and digital infrastructure, as well as fair regulation aimed at protecting consumer rights and addressing sharp practices.
Earlier, the Chairman of Brand Xchange and Convener of the Consumers Value Awards, Mr Akonte Ekine, said the initiative had recorded more than 38,000 votes and engagements since its launch five years ago, with nominations involving over 500 brands.
Ekine said the awards had expanded beyond recognising private-sector brands to include government institutions through the Citizens Scorecard. He said the initiative was established to amplify the voice of consumers and encourage a marketplace characterised by greater value, accountability and trust.
He urged consumers and citizens to actively speak up for better services and accountability, stressing that improving consumer value was a shared responsibility involving businesses, government institutions and the consumers themselves.
