E-commerce, power worst performing sectors in Nigeria – NCSI report
By Amechi Obiakpu
The E-Commerce, Power, and Real Estate sectors have been ranked the lowest in the State of Customer Service in Nigeria in 2024, according to a report by the Nigeria Customer Service Index (NCSI)- a multi sector platform, that measures customer satisfaction across diverse sectors in Nigeria.
The 2024 report which was released on Monday to the media, marks the second edition of the annual assessment of service delivery, customer experience, and performance across various business and social service sectors in the country. In partnership with the West Africa Association of Customer Service Professionals (WASPs), the platform also aimed at changing the dynamics of how citizens are served by brands and service providers.
According to the report, Nigeria’s overall Customer Satisfaction (CSAT) Index improved to 67% in 2024, up from 61% in 2023, indicating marginal growth. Sectoral performance results show varying trends, with some sectors making significant progress, while others declined or remained stagnant.
At the sectoral level, while the e-commerce, Power and Real estate were adjudged the lowest performing sectors with 60%, 61%, and 62% respectively, the Transportation sector emerged as the top-performing industry with a 73% rating, surpassing the Hospitality sector (72%), which dropped from its 2023 first-place ranking.
Interestingly, the public sector showed notable improvement, rising from 47% in 2023 to 63% in 2024.
A statement signed by Jennifer Orode, Director, Media & Communication, West Africa Association of Customer Service Professionals also listed Telecoms- MTN (GSM), FiberOne (ISP), Mega Chicken and Chicken Republic (Eateries), and BetWay (Sports Gaming) as the top-performing companies by sector/sub sectors.
Others are Reliance Family Hospital (Private), Uni-Abuja Teaching Hospital (Public) in Healthcare and Obafemi Awolowo University (Public), Covenant University (Private) in Education.
In her remarks, Patron WAACSP, and founder, Consumer Advocacy Foundation of Nigeria, Sola Salako-Ajulo, expressed her satisfaction with the report stating it was an improvement from the previous year.
“It is a very encouraging report. Last year we were here, we saw how dismay was. This year we have moved up a bit, which shows that there are efforts in that sector.
“We need to keep improving. Nigeria is not where it should be, and our customer service culture still needs to improve. We are hoping that with the NCSI report coming out annually, giving feedback to service providers on how the consumers in Nigeria feel about how they are being treated. It would encourage everybody in every sector to improve their quality of service, and it would also make Nigeria better and easier for all of us because if we are treated better, we will spend more money, and when we spend more money, our economy will improve,” she said.
The keynote speaker, Tunji Adeleye, Fellow WAACSP, noted that, the first step towards improving the perception of customer service in Nigeria is for one to have a standard measurement that can show exactly what people say, or what people are saying or see about our services, adding that, “what cannot be measured, cannot be improved”.
“But we have to realize that it is the customer that makes us who we are as a business people. So finally, we have a report that can show Nigerians, that they deserve better,” he added.
In his speech, Chris Anozie, team lead NCSI group said: “Most of the services you see that we rated today are not free services, not as if they are being given for free. A lot of service providers must realize that they need to own up, or they need to act and give the customer the service that they have paid for, the services that we deserve, and the services that are applicable in other global organizations”.
The NCSI 2024 survey was conducted online via www.nigeriacsi.org, receiving over 16,000 submissions (104% increase from 7,788 in 2023). The survey ran from May 1 to December 31, 2024 and included responses from Lagos, Abuja, Oyo, Kaduna, Rivers, and Enugu, 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. The report assessed 12 sectors divided into 21 sub-sectors, using eight key evaluation parameters.
For more information, visit www.nigeriacsi.org
Photo shows: Tunji Adeleye, fellow WAACSP, Mrs Sola Salako-Ajulo patron WAACSP, Oge Obiodu, Consumer banking Sterling Bank, Lilly West Buloala, Ezinne Oluwawole and Chris Anozie team lead NCSI group at the unveiling of the 2024 state of customer service report in Nigeria by the Nigeria customer service Index group in Lagos.
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