Nigeria’s power sector, electronic commerce and real estate have emerged lowest in customer service index released by the Nigeria Customer Service Index (NCSI) yesterday in Lagos.
Entitled: State of Customer Service in Nigeria Report for 2024, the report showed that the e-commerce sector with big players such as Konga, Jumia took a hit declining from 68 per cent 2023 to 60per cent this year.
The report, which was presented by Head of Customer Service at Lafarge, Olatunji Adeleye, 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.
However, the report revealed that Nigeria’s overall Customer Satisfaction (CSAT) Index improved to 67 per cent in 2024, up from 61per cent in 2023, indicating marginal growth. Sectoral performance results show varying trends, with some sectors making significant progress, while others declined or remained stagnant.
Adeleye said the 12 sectors were surveyed in the report marking an improvement over the nine sectors that were surveyed during the maiden edition of the report last year. He said the people surveyed electronically were 100 per cent Nigerians with 69 per cent female participants and 31 per cent male participants.
According to the sectoral performance highlights, the best performing sector saw the transportation sector emerging as the top-performing industry with a 73per cent rating, surpassing the hospitality sector (72per cent), which dropped from its 2023 first-place ranking.
However, the public sector showed notable growth of 16 percentile score (47per cent rising to 63per cent) which he said is remarkable.
The telecommunication sector’s performance rose from 58per cent the previous year to 63per cent last year while the healthcare sector rose from 62per cent to 70per cent while transportation sector rose from 61per cent to 73per cent
The financial services sector also witnessed a jump from 66 per cent to 72per cent, showing that in spite of the infrastructure and manpower challenges last year, organizations marginally improved service delivery.
The top-performing companies by sector/sub sectors include Lekki Homes & Gardens, Sujimoto Group, Primerose Properties in the real estate realm while for Fintech, Opay, Moniepoint held the posts.
In the banking sector, Wema Bank, FirstBank, Sterling Bank, Access and UBA performed well, according to the report.
In the aviation sector, three domestic carriers including Ibom Air, Airpeace, Arik did well while Eko Hotels emerged tops in the hospitality sector. Others are Ikeja Electric (IKEDC) in the power sector; Slot in the e-commerce: ride hailing app, Uber (intra-city) transport; NEM Insurance (General) in the insurance; and Metro health HMO, Redcare (HMO)
Top-performing companies by sector/sub sectors include telecoms with MTN (GSM) and FiberOne an internet service provider (ISP) coming tops while healthcare services, Reliance Family Hospital, a private, came tops with Uni-Abuja Teaching Hospital, a public health care centre.
In education, Obafemi Awolowo University, Ife, a public varsity and Covenant University, a private institution come tops.
Mega Chicken, Chicken Republic led in the eateries segment while BetWay topped the sports gaming segment.
Director, Media & Communication at NCSI, Jennifer Orode, said: “The NCSI 2024 survey was conducted online via www.nigeriacsi.org, receiving over 16,000 submissions (a 104 per cent 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. 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.”
