The POS business in Nigeria is seen as a fast way to make money, but can every POS agent honestly say it’s profitable for them? While many agents are smiling to the bank, others are wondering what they’re doing wrong. If you’ve ticked all the boxes, for instance, if you’re in a good location, your capital is intact, and you’re consistent, but you’re still not getting the kind of customer traffic or profit you expected, maybe it’s time to reflect on your customer satisfaction.

Think about it;  you need regular customers and referrals to stay in business. But if people have a bad experience, they will simply walk away and never return or worse, they will tell others not to come. In this post, we’ll break down the things that drive your customers away and how you can fix them. 

Understanding Customer Satisfaction as a POS Agent

Customer satisfaction isn’t just about being polite or greeting people with a smile. It’s about how your customer feels after using your service. Did their transaction go smoothly? Was it fast? Did you handle their complaints respectfully?

As a POS agent, your customers expect three things: speed, safety, and support. If any of these are missing, you might lose them. In the POS  business, trust is everything, so a small issue you successfully resolve can make a big difference. Remember, people’s money is involved, which means emotions are high. If you make them feel safe and satisfied, they will keep coming and refer others. But if not, they will walk straight to your competitor who gets it right.

Why Your Customers Are Not Satisfied

Here are the major reasons your customers may not be happy and how you can fix them;

• Service Speed and Reliability: If your POS keeps declining cards or is always “offline,” customers will get tired quickly. Nobody wants to waste time trying to withdraw ₦2,000. That’s why they didn’t go to the bank in the first place.
• Transaction Charges: Yes, you need to make a profit, but that doesn’t mean you should charge ₦400 for ₦10,000.  If your charges are too high compared to others around you, people will take their business elsewhere. Be fair and transparent.
• Complaint Handling: When a transaction fails or money is deducted, how you respond matters. Ignoring or arguing with the customer will only make things worse.
• Customer Support: Don’t wait till there’s a problem before you show you care. Simple things like explaining a delay or saying “sorry” go a long way.
• Unprofessional Behaviour: Bad attitude, gossiping with friends while attending to customers, or being rude can drive people away. Respect everyone, even if they’re withdrawing just ₦500.
• Limited Payment Options: If your POS can’t do transfers, accept cards, or print receipts, customers may look for someone who offers more convenience and flexible options.
• No Value-Added Service: What else can you do besides cashing in and out? Selling airtime, data, or even helping customers pay bills can make you their go-to agent.

Our Take

At the end of the day, your success as a POS agent depends on how well you treat your customers. A good location and capital won’t help much if people don’t enjoy using your service. Make every transaction a good experience, fast, smooth, and respectful, and your customers will stay loyal and even bring others. And if you’re looking for a reliable POS partner to help make this easier, Kashzoo is always a smart choice.