- The NCSI Report showed poor customer service delivery in key sectors, including power, e-commerce and real estate.
- The lack of significant improvements in the sector likely contributed to its poor performance in the 2024 rankings.
The latest Nigeria Customer Service Index (NCSI) 2024 Report has revealed a mixed picture of customer service delivery across key sectors in the country. While overall customer satisfaction in Nigeria saw a marginal improvement, the power, electronic commerce, and real estate sectors recorded the lowest rankings in customer service performance.
The “State of Customer Service in Nigeria Report for 2024” report was released in Lagos and presented by Olatunji Adeleye, Head of Customer Service at Lafarge. It marks the second edition of an annual assessment evaluating service quality, customer experience, and industry performance across business and social service sectors.
One of the report’s most striking findings was that the power sector ranked among the lowest in customer service satisfaction. Consumers have long expressed frustration with erratic electricity supply, billing irregularities, and poor response to service complaints. The lack of significant improvements in these areas likely contributed to the sector’s poor performance in the 2024 rankings.
Despite the struggles of certain industries, Nigeria’s overall Customer Satisfaction Index (CSAT) improved from 61% in 2023 to 67% in 2024, signalling gradual progress in some areas. The report highlights that while some sectors have made strides in service excellence, consistency in service quality remains a challenge across industries.
As Nigeria continues embracing digital transformation and economic diversification, businesses prioritising customer experience will likely gain a competitive advantage. Experts recommend that industries with low service ratings must invest in:
- Improved customer support infrastructure — AI-driven chatbots and faster complaint resolution
- Transparent and accountable service policies — clear refund policies and better complaint handling
- Enhanced workforce training to improve service delivery at all customer touchpoints
The NCSI report serves as a wake-up call for businesses across Nigeria to prioritise customer satisfaction and build trust through better service delivery. If left unaddressed, poor customer service could undermine consumer confidence and slow economic growth in these key sectors.