Lagos State Governor, Mr. Babajide Olusola Sanwo-Olu, has urged manufacturers, brands and public institutions to move beyond simply satisfying customers and build lasting consumer trust through empathy, accessibility, quality and sustainability.
Sanwo-Olu made the call on Wednesday, September 23, 2026, while serving as Guest of Honour at the 5th Consumers Value Awards and Brand Xchange Awards held at Radisson Blu Hotel, Ikeja, Lagos. He was represented by the Director-General of the Lagos State Consumer Protection Agency (LASCOPA), Mr. Afolabi Solebo.
Speaking on the theme, “Beyond Satisfaction: Redefining Consumer Value in a New Economy,” the Governor said changing economic realities, digital disruption and increasingly informed consumers have made customer satisfaction alone insufficient.
According to him, consumers are now more informed through social media but are also under greater economic pressure, making trust, empathy, accessibility and sustainability essential measures of value.
Sanwo-Olu described the private sector as the engine of Lagos’ economy, saying its influence comes with a responsibility to anticipate consumer needs, maintain quality and seek innovative ways to manage rising costs rather than simply transferring them to consumers.
He reaffirmed his administration’s commitment to creating an enabling environment through infrastructure, including roads, power and digital connectivity; fair regulation to protect consumer rights and punish sharp practices; and partnerships with the private sector to promote innovation and economic growth.
Earlier, 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 and received nominations involving over 500 brands since its launch five years ago.
Ekine said the platform had expanded beyond recognising brands to include government institutions through the Citizens Scorecard, stressing that consumers and citizens are the “paymasters” who deserve better experiences. He also urged consumers to speak up and take responsibility for demanding a more accountable marketplace.
Representing the Director-General of the National Agency for Food and Drug Administration and Control (NAFDAC), Head of the Reforms Unit, Office of Women and Child Health, Joan Otsanya Abaagu, said consumer value must be built on safety, quality and efficacy.
She warned that products that fail to meet standards pose hazards to consumers, noting that NAFDAC had attained WHO Global Benchmarking Maturity Level Three, with Level Four in view. She urged manufacturers and MSMEs to see regulatory compliance as a competitive advantage that can strengthen the reputation of Nigerian-made products globally.
Also representing the Executive Vice Chairman of the Nigerian Communications Commission (NCC), Assistant Director, Consumer Support Services, Lagos, Mrs. Temitope Alli-Balogun, said consumers in the digital economy increasingly expect telecommunications services to be reliable, accessible, transparent and responsive.
She reaffirmed the NCC’s commitment to protecting telecommunications consumers while supporting investment, innovation, competition and sustainable industry growth. The Commission also received the Outstanding Public Service Impact Award.
The event featured awards recognising outstanding brands, government institutions and nominees whose efforts had earned consumer confidence. Congratulating the winners and nominees, Sanwo-Olu noted that being nominated was itself an indication of the value consumers placed on their work.
