The 2024 “State of Customer Service in Nigeria” report, released by the Nigeria Customer Service Index (NCSI), indicates a modest improvement in the nation’s customer satisfaction levels. The overall Customer Satisfaction (CSAT) Index rose to 67% in 2024, up from 61% in 2023. Despite this progress, the score still falls within the “poor” category (60-69%) as per the West African Association of Customer Service Professionals (WAACSP) grading system.
The survey, conducted online via www.nigeriacsi.org, garnered over 16,000 responses—more than double the 7,788 submissions recorded in 2023. It covered 12 sectors and 21 sub-sectors, reflecting a broad demographic mix in terms of age, education, and income levels.
Sector Performance Highlights:
- Transportation: Emerged as the top-performing industry with a 73% satisfaction score, surpassing the hospitality sector, which slipped to 72% from its leading position in 2023.
- Public Sector: Recorded a significant improvement, rising from 47% in 2023 to 63% in 2024, reflecting efforts to enhance efficiency in government service delivery.
- Telecommunications: Improved from 58% to 63%.
- Healthcare Services: Advanced from 62% to 70%.
- Financial Services: Saw progress, increasing from 66% to 72%.
Underperforming Sectors:
- E-commerce: Experienced the sharpest decline, dropping from 68% in 2023 to 60% in 2024, raising concerns over logistics issues, delayed refunds, and customer service inefficiencies.
- Power and Real Estate: Remained among the lowest-rated sectors, with satisfaction scores of 61% and 62%, respectively, indicating ongoing service delivery challenges.
Top-Performing Companies by Sector:
- Banking: Wema Bank, First Bank, Sterling Bank, Access Bank, and UBA ranked highest.
- Fintech: Opay and Moniepoint stood out.
- Aviation: Ibom Air, Air Peace, and Arik Air led in customer satisfaction.
The report underscores a growing awareness of customer service standards in Nigeria, as evidenced by the increased participation in the survey. While progress has been made, there remains significant room for improvement, particularly in sectors struggling with service efficiency. The findings serve as a call to action for organizations to prioritize customer-centric strategies and enhance service delivery across all sectors.
