Chioma Ezike
The Nigerian Customer Service Index Group has released its State of Customer Service in Nigeria report for the year 2024 marking the second edition of the annual assessment of service delivery, customer experience and performance across businesses and social services sector across the country.
The report revealed that Nigeria’s overall Customer Service Index, ( CSAT) improved by sixty seven percent ( 67% D) in 2024 up from sixty one ( 61% D) index in 2023 indicating marginal growth , while sectoral performance report show varying trends with some services making significant progress while others declined or remained stagnant.
Presenting the sectoral performance to the media in Lagos, the NCSI group under the West African Association Of Customer Service Professionals(WAACSP noted that the Transportion Sector emerged as the top performing industry with seventy three percent (73%) rating surpassing the hospitality sector, seventy two percent (72%) which dropped from its 2023 first place ranking.
Similarly e -commerce sector sixty percent (60%) power sector sixty one percent (61%} were listed as the worst performing sector and Real estate, sixty two percent ( 62%) ranked lowest.
In a remark, Head Customer Experience at LAFARG plc and a member of the Nigerian Customer Service Index Group Mr Olatunji Adeleye however noted that the public sector showed notable improvement rising from forty seven percent (47%) in 2023 to sixty three percent in 2024. (67%} and charged companies and organisations to follow up on the outcome of the reports to improve on their customer relations and experiences.
The founder of Consumer Advocacy Foundation of Nigeria and Patron West African Association Of Customer Service Professionals(WAACSP ) Mrs Sola Salako-Ajulo said Nigeria is not yet where it ought to be in customer service experience pointing out the need for improvement as this would go a long way in improving and growing the economy.
Mrs Salako Ajulo said the NCSI survey was conducted on line via the NCSI website and it received sixteen thousand submissions , a hundred and four percent increase from seven thousand , seven hundred and eighty eight (7,788) received in 2023.
The NCSI survey ran from May to December 31 , 2024 and included reports from Abuja, Lagos, Rivers state, Enugu state Oyo, and Kaduna states, covering diverse age, education, and income brackets. Over 1,000 organizations and companies participated in this survey, and more than 50 valid ratings were received, a prerequisite for being rated and listed on the NCSi.
Significant Industry Trends
Sectors with Major Improvement:
The public sector growth of 16 percentile score (47% -> 63%) is remarkable.
Telecommunications: 58% (2023) → 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.
Declining Sector: The E-Commerce sector saw a decline from 68% (2023) to
60% (2024).
Top-Performing Companies by Sector/sub sectors:
Real Estate: Lekki Homes & Gardens, Sujimoto Group, Primerose Properties.
Fintech: Opay, Moniepoint
Banking: Wema Bank, first bank, Sterling, Access and UBA.
Aviation: Ibom Air, Airpeace, Arik.
Hospitality: Eko Hotels
Power: Ikeja Electric (IKEDC)
E-Commerce: Slot
Transport: Uber (Intra-city)
Insurance: NEM Insurance (General)
Metro health HMO, Redcare (HMO).
Top-Performing Companies by Sector/sub sectors:
Telecoms: MTN (GSM)
FiberOne (ISP)
Healthcare: Reliance Family Hospital (Private), Uni-Abuja Teaching Hospital (Public)
Education: Obafemi Awolowo University (Public), Covenant University (Private)
Eateries: Mega Chicken, Chicken Republic:
Sports Gaming: BetWay.
Growth in Listed Company
2023 – 537 companies listed
2024 – 1,019 organizations listed.
The report assessed 12 sectors divided into 21 sub-sectors, using eight key evaluation parameters.