The Nigeria Customer Service Index ( NCSI) group has released its State of Customer Service in Nigeria Report for 2024, marking the second edition of the annual assessment of service delivery, customer experience, and performance across various business and social service sectors in the country.

The report reveals that Nigeria’s overall Customer Satisfaction (CSAT) Index, though still poor, improved by 67% (D) in 2024, up from 61% in 2023, indicating marginal growth. Sector Performance results show varying trends, with some sectors making significant progress, while others declined or remained stagnant.

The Transportation sector emerged as the performing industry with a 73% rating, surpassing the Hospitality sector (72%), which dropped from its 2023 first-place ranking.

The E-Commerce sector (60%), Power sector (61%), and Real Estate sector (62%) ranked lowest.

However, the Public sector showed notable improvement, rising from 47% in 2023 to 63% in 2024.

The public sector improved from 47% in 2023 to  63%  in 2024 while telecommunications moved  from 58% (2023) to 63% (2024). Healthcare: 62% (2023) → 70% (2024) Transportation: 61% (2023) → 73% (2024)

Financial Services: 66%(2023) → 72% (2024).

Despite infrastructure and manpower challenges in 2024, organizations marginally improved service delivery, according to the report.

But the E-Commerce sector saw a decline from 68% (2023) to 60% (2024).