The national score increased from 67 per cent in 2024, compared with 61 per cent in 2023, according to the State of Customer Service in Nigeria: 2025 report released by the Nigeria Customer Service Index in Lagos recently.
The report, powered by the West Africa Association of Customer Service Professionals, ranked e-commerce as the best-performing sector, with a customer satisfaction score of 75 per cent, up 15 percentage points from 2024.
Real estate followed at 72 per cent, gaining 10 percentage points, while telecommunications recorded a modest one-point improvement. “The national NCSI benchmark stands at 71 per cent.
Nine of the 12 sectors recorded lower scores than the previous reporting period. E-Commerce led sector performance at 75 per cent, rising 15 percentage points from 2024.
Real Estate followed at 72 per cent, up 10 points, while Telecommunications posted modest positive growth of 1 point,” the report stated. However, transportation, power and the public sector recorded the sharpest declines, with their scores falling by 13, 10 and 10 percentage points, respectively.