Nigeria’s customer satisfaction score hits record 71%

‎Nigeria’s customer satisfaction score rose to a record 71 per cent in 2025, from 67 per cent in 2024 and 61 per cent in 2023, despite declining service quality across most sectors.

‎The figure was contained in the 2025 Nigeria Customer Satisfaction Index (NCSI) Report, which was based on 21,387 responses covering more than 1,500 organisations across the country.

‎The report showed that nine of the 12 sectors assessed recorded lower scores compared with the previous reporting period.

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‎E-commerce emerged as the highest-performing sector with 75 per cent, followed by real estate with 72 per cent.

‎The power sector recorded the lowest score at 51 per cent, while the public sector followed with 53 per cent. Transportation recorded the sharpest decline, dropping by 13 percentage points.

‎The report identified customer trust as the leading priority across the sectors and recommended stronger trust-building measures, faster complaint resolution and more consistent service delivery, particularly in the power and public sectors.

‎It also advised organisations to combine digital customer-service channels with reliable traditional support to meet changing customer expectations.

‎The index urged organisations to use the findings to benchmark their performance, identify service gaps and drive continuous improvement. (NAN)

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