Nigeria’s national customer satisfaction score has surged to an all‑time high of 71 per cent, even as service quality continues to falter in critical sectors such as power and public administration.

This paradox was revealed in the 2025 State of Customer Service in Nigeria Report, released by the Nigeria Customer Service Index (NCSI) group as part of activities marking the country’s 66th independence anniversary and the 2026 Customer Service Week.

The report, powered by the West Africa Association of Customer Service Professionals (WAACSP), marked the third edition of the index since its debut in 2023. It provided a national benchmark of customer satisfaction, service delivery, and consumer sentiment across 12 major economic sectors, based on 21,387 responses rating more than 1,500 organisations nationwide.

The headline figure of 71 per cent reflected a steady year‑on‑year climb from 61 per cent in 2023 and 67 per cent in 2024. Yet, beneath this national optimism lies a troubling reality: nine of the 12 sectors recorded lower scores than the previous year, underscoring widespread dissatisfaction with service quality.

The e‑commerce sector emerged as the standout performer, posting a remarkable 75 per cent score, up 15 points from 2024. Real estate followed with 72 per cent, while telecommunications managed a modest one‑point gain. In sharp contrast, transportation, power, and the public sector suffered steep declines, with contractions of 13, 10, and 10 points, respectively. The power sector (51 per cent) and public sector (53 per cent) ranked lowest overall.

Across all sectors, customer trust emerged as the number‑one priority, ranging from 71 per cent in power to 90 per cent in e‑commerce. Hospitality recorded the strongest positive public impression at 69 per cent, while negative sentiment was highest in the public sector (44 per cent) and power (43 per cent). These findings highlight the widening gap between customer expectations and actual service delivery.

In the banking sector, Stanbic IBTC dethroned Wema Bank, with FCMB securing second place. BetKing emerged first, ahead of SportyBet and 1XBet in the Sports/Entertainment sector.

In the healthcare segment, Military Hospital, Kaduna, led public institutions, while Reddington Hospital topped private providers; in the hospitality sector, Eko Hotels maintained its dominance. Ibom Air continued its strong run, with Air Peace in second place in the aviation sector.

Consistent performers across all three years of the index include Jumia, Konga, Slot (e‑commerce), MTN (telecoms), Eko Hotels (hospitality), and Ibom Air (aviation), underscoring their sustained customer‑centric strategies.

While the headline score of 71 per cent suggested resilience in customer satisfaction, the sectoral breakdown paints a more complex picture. The rise of e‑commerce and real estate demonstrates how innovation and responsiveness can win consumer trust. At the same time, the struggles for power and public administration highlight systemic challenges that demand urgent attention.