Lagos:Nigeria’s Customer Satisfaction Score has reached a record high of 71% in 2025, despite a general decline in service quality across various key sectors.
According to the News Agency of Nigeria, the Nigeria Customer Satisfaction Index (NCSI) Group announced these findings in its “State of Customer Service in Nigeria: 2025 Report,” released ahead of the country’s 66th Independence Anniversary. The report, signed by Orode Jennifer, Head of Media and Communications, and Anozie Christian, Team Lead of the group, is the third edition since the index’s launch in 2023 and is powered by the West Africa Association of Customer Service Professionals.
The index evaluates customer satisfaction, service delivery, and consumer sentiment across 12 major economic sectors. The 2025 survey gathered 21,387 responses from over 1,500 organizations across Nigeria’s 36 states and the Federal Capital Territory. Respondents rated organizations on trust, professionalism, competence, complaint resolution, ease of doing business, and customer-focused innovation.
The report revealed that nine out of the 12 sectors experienced lower scores compared to the previous year. E-commerce was the top-performing sector in 2025, achieving a 75% score, a 15-percentage-point increase from 2024. Real estate followed with a 72% score, marking a 10-percentage-point improvement, while telecommunications saw a marginal increase of one percentage point. Conversely, transportation suffered the most significant decline, dropping by 13 percentage points, with the power and public sectors each decreasing by 10 points. The power sector had the lowest overall score at 51%, followed by the public sector at 53%.
Customer trust was identified as the top priority in all sectors, with scores ranging from 71% in the power sector to 90% in e-commerce. The report also noted a steady increase in Nigeria’s customer satisfaction score from 61% in 2023 to 67% in 2024, reaching 71% in 2025.
In terms of sector performance, companies such as Slot, Jumia, and Konga were highlighted as top performers in e-commerce. In the GSM category, MTN, Airtel, and Globacom led, while FibreOne, Starlink, and Smile topped the Internet Service Provider category. Stanbic IBTC, FCMB, and Wema Bank were the leading banks, with OPay, Kuda, and Paystack leading the fintech and microfinance category. BetKing, SportyBet, and 1xBet were leaders in the sports and betting category, while Military Hospital Kaduna was recognized as the top public healthcare institution. Eko Hotels, Chicken Republic, and Mega Chicken featured among the leading hospitality organizations, while Ibom Air and Air Peace were at the forefront of the aviation category.
The report recommended enhancing trust-building, accelerating complaint resolution, and ensuring consistent service delivery, especially in the public and power sectors. It also advised integrating digital customer-service channels with reliable traditional support to adapt to changing customer expectations. The index encouraged organizations to utilize these findings to benchmark performance, identify service gaps, and drive continuous improvement.