E-commerce Tops Customer Satisfaction in Nigeria's 2025 Report

The Nigeria Customer Service Index released the State of Customer Service in Nigeria: 2025 report, indicating that Nigeria's customer satisfaction score rose to a record 71 per cent in 2025, up from 67 per cent in 2024 and 61 per cent in 2023. E-commerce emerged as the best-performing sector with a score of 75 per cent, an increase of 15 percentage points from 2024.

Real estate followed with a score of 72 per cent, gaining 10 points, while telecommunications saw a modest improvement of one point. In contrast, the power sector recorded the lowest satisfaction score at 51 per cent, with transportation and the public sector also experiencing significant declines of 13 and 10 percentage points, respectively.

The report assessed customer experiences across 12 major sectors, gathering 21,387 responses from over 1,500 organizations across Nigeria's 36 states and the Federal Capital Territory. Trust was identified as a key priority, with scores ranging from 71 per cent in the power sector to 90 per cent in e-commerce.