By Linda Agbu
Nigeria’s Customer Satisfaction Score rose to an all-time high of 71 per cent in 2025, in spite of declining service quality across key sectors.
The Nigeria Customer Satisfaction Index (NCSI) Group disclosed this in its State of Customer Service in Nigeria: 2025 Report, released ahead of the country’s 66th Independence Anniversary.
The News Agency of Nigeria (NAN) reports that Orode Jennifer, Head of Media and Communications, and Anozie Christian, Team Lead of the group, signed and released the report on Wednesday in Lagos.
NAN further reports that the report is the group’s third edition since the index was launched in 2023 and was powered by the West Africa Association of Customer Service Professionals.
The index measures customer satisfaction, service delivery and consumer sentiment across 12 major economic sectors.
The report said the 2025 survey recorded 21,387 responses covering more than 1,500 organisations across Nigeria’s 36 states and the Federal Capital Territory.
Respondents assessed organisations based on trust, professionalism, competence, complaint resolution, ease of doing business and customer-focused innovation.
According to the report, nine of the 12 sectors recorded lower scores than in the previous reporting period.
E-commerce emerged as the highest-performing sector in 2025, scoring 75 per cent, representing a 15-percentage-point increase from 2024.
Real estate followed with 72 per cent, recording a 10-percentage-point increase, while telecommunications rose marginally by one percentage point.
Transportation recorded the sharpest decline at 13 percentage points, followed by the power and public sectors, which each declined by 10 points.
The power sector recorded the lowest overall score at 51 per cent, while the public sector followed with 53 per cent.
Customer trust remained the leading priority across all sectors, ranging from 71 per cent in the power sector to 90 per cent in e-commerce.
The report also showed that Nigeria’s customer satisfaction score increased from 61 per cent in 2023 to 67 per cent in 2024 and 71 per cent in 2025.
In sector performance, Slot, Jumia and Konga were listed among the top-performing e-commerce organisations.
MTN, Airtel and Globacom led the GSM category, while FibreOne, Starlink and Smile topped the Internet Service Provider category.
Stanbic IBTC, FCMB and Wema Bank were the leading banks, while OPay, Kuda and Paystack topped the fintech and microfinance category.
BetKing, SportyBet and 1xBet led the sports and betting category, while Military Hospital Kaduna was the top-performing public healthcare institution.
Eko Hotels, Chicken Republic and Mega Chicken featured among the leading hospitality organisations, while Ibom Air and Air Peace led the aviation category.
The report recommended stronger trust-building, faster complaint resolution and more consistent service delivery, particularly in the public and power sectors.
It also advocated combining digital customer-service channels with reliable traditional support to meet changing customer expectations.
The index urged organisations to use the findings to benchmark performance, identify service gaps and drive continuous improvement(NAN)(www.nannews.ng)
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Edited by Kevin Okunzuwa
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