Nigeria - Conflict: ETS User Feedback Survey Results (Survey Period: 02/08/17 to 20/08/17)


The Emergency Telecommunications Sector (ETS)1 was activated on 23 November 2016 to address the critical Information and Communications Technology (ICT) needs identified during an assessment in North-East Nigeria in September 2016. The fulfilment of these gaps will enable humanitarians on the ground to carry out their jobs efficiently and safely, ultimately assisting more people and saving more lives.

As global lead of the ETC, the World Food Programme (WFP) is coordinating the ETS in Nigeria, responding with government, private sector and humanitarian organisations to ensure a coordinated response.

The ETS conducted a User Feedback Survey in August 2017 to assess the quality of the services delivered to the entire humanitarian community. The survey was also used to seek feedback and identify areas of improvement in line with evolving needs on the ground. The results will help the ETS better understand the needs of humanitarians responding to this emergency and evaluate priorities.

Overview and Methodology

This survey aimed to gather feedback from the users of ETS services in Nigeria to identify areas of improvement and assess the evolving needs.

The survey comprised 12 questions and was distributed on 2 August 2017 to the Office for the Coordination of Humanitarian Affairs (OCHA) and Logistics Sector mailing lists, the local ETS Working Group, Internet users in Maiduguri registered in WIDER – an Ericsson Response tool used to manage and distribute Internet connectivity- and to the wider response community in Nigeria through the ETC social media channels and WFP and OCHA situation reports/ Information Management products bulletins.

93 humanitarians responded to the survey. The majority of respondents represented United Nations (UN) agencies (53.7%) and international Non-Governmental Organisations (NGOs) (37.6%).

Key Findings

8ETS Services currently provided*

The ETS User Feedback Survey resulted in an overall user satisfaction rate of 96% across the core ETS services (Internet connectivity and security telecommunications services) provided in North-East Nigeria. The survey highlighted:

  • 88% satisfaction rate for Internet services.

  • 88,5% satisfaction rate for VHF radio services

  • 100% satisfaction rate for HF radio services.

  • 100% satisfaction rate for satellite-based voice services.

  • 100% satisfaction rate for radio training services.

  • 100% satisfaction rate for radio programming services.