E-commerce leads as digital services transform Nigeria

E-commerce is emerging as a major force reshaping customer experience in Nigeria, as consumers increasingly reward digital platforms that offer convenience, speed and easier access to services.
The latest State of Customer Service in Nigeria Report showed that the e-commerce sector recorded the highest customer satisfaction score in 2025 at 75 per cent, representing a significant 15-percentage-point increase from the previous year.
The development comes against a mixed backdrop for Nigeria’s service economy, with the national Customer Satisfaction Index (NCSI) benchmark rising to an all-time high of 71 per cent, even as nine of the 12 sectors assessed recorded declines in their indiv...