Does Nigeria have a Customer Service Culture Problem?

    Adenike Alao  | Insights | Nov 21, 2025    
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Customer service is often regarded as the heartbeat of business culture, shaping how people feel about the organisations they engage with. The Nigeria Customer Service Index Group’s State of Consumer Service Report 2024 revealed that Nigeria’s overall Customer Satisfaction (CSAT) Index, though still poor, improved from 61% in 2023 to 67% (a ‘D’ in the CSAT ranking) in 2024, based on over 16,000 responses across 12 sectors. This indicates that measurable gains are emerging, but service delivery still falls short of the standard customers expect and deserve

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