Nigeria customer satisfaction hits 71 per cent in 2025 report

The Nigeria Customer Service Index (NCSI) Group has released its 2025 report, revealing a national customer satisfaction benchmark of 71 per cent. Despite this all-time high, the report noted a decline in service quality across nine of the 12 surveyed economic sectors.

E-commerce emerged as the top-performing sector with a 75 per cent satisfaction rating, a 15 percentage point increase from 2024. Real Estate followed at 72 per cent, marking a 10-point rise. The survey, powered by the West Africa Association of Customer Service Professionals (WAACSP), analyzed 21,387 responses across 36 states and the Federal Capital Territory.

In conjunction with Customer Service Week, internet service provider Spectranet announced service enhancements, including the launch of a redesigned website and the expansion of its Home Fiber network to improve household connectivity and digital management for its subscribers.