Customer satisfaction in Nigeria reached a record 71% in 2024, according to a recent report by BusinessDay. This marks a notable increase from previous years, even as service quality in key sectors continues to decline. The report highlights that despite challenges such as infrastructure gaps and inconsistent service delivery, consumer confidence remains high.
The survey, conducted across various service sectors including banking, telecommunications, and transportation, revealed that 71% of respondents expressed satisfaction with the services they received. This figure is the highest recorded since the survey began. However, the report also notes that service quality has deteriorated in several areas, particularly in banking and public transport.
The discrepancy between satisfaction and service quality has sparked discussions among industry experts. While customers remain optimistic, the underlying issues affecting service delivery persist. The report suggests that factors such as improved digital services and increased access to mobile banking have contributed to the rise in satisfaction levels.
This trend comes amid ongoing economic challenges in Nigeria, including inflation and currency fluctuations. The government has been under pressure to improve service delivery and address public concerns. The report underscores the need for continued investment in infrastructure and regulatory reforms to sustain the current level of consumer confidence.
