Customer Satisfaction Up 71% as E-commerce, Others Emerge Best Sectors

In celebration of 2026 Customer Service Week, the Nigeria Customer Service Index (NCSI) Group has unveiled its 2025 report, showcasing a historic 71% customer satisfaction rate. This marks a significant leap from previous years, despite a decline in service quality across key sectors. The survey, conducted by WAACSP with the involvement of over 21,387 respondents, evaluated customer experiences in 12 major economic sectors across all 36 states and the Federal Capital Territory (FCT).

E-commerce emerged as the top sector, securing a 75% satisfaction rate - an impressive 15 percentage points increase from the previous year. Real Estate followed closely with a 72% rating, while Telecommunications experienced a modest 1% growth. However, sectors like Transportation (-13 points), Power (-10 points), and Public Sector (-10 points) faced the sharpest declines.

Customer trust remained the top priority in every sector, ranging from 71% in Power to a high of 90% in E-commerce. Hospitality received the strongest positive public impression at 69%, while Public Sector and Power recorded the lowest scores overall, at 53% and 51%, respectively.

The Military Hospital in Kaduna topped the public healthcare subsector, while Stanbic IBTC Bank claimed the top spot in banking, surpassing Wema Bank. E-commerce leader Slot and BetKing in the sports/entertainment sector also maintained their top positions. MTN, OPay, Eko Hotels, Covenant University, Ibom Air, and OAU Ile-Ife continued their reign as top performers in their respective sectors.

The report recommends that organizations prioritize trust-building, faster complaint resolution, and consistent service delivery, particularly in the public sector and power. Hybrid customer-service strategies combining digital convenience with reliable traditional support were also advised. The NCSI and WAACSP encourage broader participation beyond Lagos and Abuja to provide more comprehensive future comparisons.