Nigeria’s customer satisfaction index rose to 67 percent in 2024 as service delivery and overall customer experience across the business and social service sector saw an improvement.
This is a rise from 61 percent it stood a year earlier, highlighting how various sectors are enhancing customer satisfaction, according to a new report by the Nigeria Customer Service Index (NCSI) group.
The survey conducted online via www.nigeriacsi.org, pooled over 16,000 responses — more than doubling the 7,788 submissions recorded in 2023.
It assessed 12 sectors divided into 21 sub-sectors, using eight key evaluation parameters.
From May 1 to December 31, 2024, the study captured feedback from respondents across Lagos, Abuja, Oyo, Kaduna, Rivers, and Enugu, reflecting a broad demographic mix in terms of age, education, and income levels.
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“Sectoral performance results show varying trends, with some sectors making significant progress, while others declined or remained stagnant,” the report stated.
According to the report, the transportation sector emerged as the top-performing industry with a 73 percent rating, overtaking the hospitality sector with 72 percent, dropping from its 2023 first-place ranking.
Despite infrastructure and manpower challenges in 2024, organisations marginally improved service delivery, highlighting their resilience.
The public sector saw the fastest growth, rising from 47 percent in 2023 to 63 percent in 2024, reflecting ongoing efforts to enhance efficiency in government service delivery.
Telecommunications which stood at 58 percent in 2023 found its way up to → 63 percent last year, signalling a renewed confidence in Nigeria’s top telecommunication provider.
With the new telecom tariffs aimed at improving customer experience, the sector is poised for even higher ratings in 2025.
The healthcare, transportation and financial services sectors also saw their ratings raised, highlighting improved satisfaction from customers over the last one year.
But while some sectors witnessed an impressive turnaround, the e-commerce, power and real estate sectors were ranked lowest with ratings at 60 percent, 61 percent and 62 percent respectively.
This situation reveals the ongoing challenges customers face in terms of logistic delays, low-graded products, irregular electricity supply and mistrust in the identified sectors.
The report identified top-performing companies across various sectors based on customer feedback. In banking, Wema Bank, First Bank, Sterling Bank, Access Bank, and UBA ranked highest.
Opay and Moniepoint stood out in fintech, while Ibom Air, Air Peace, and Arik Air led in the aviation sector.
