Customer satisfaction remains high with banks and building societies sector
The sector is the third highest rated for customer satisfaction
Services sector remains below average for customer satisfaction
Latest UKCSI indicates more customers than ever have experienced problems with organisations in the sector
Technology is driving exciting customer opportunities – but trust is still the key
We have recently published an important piece of research that looks at the extent to which organisations are managing to create omnichannel environments for their customers and how successful they are being in delivering more personalised experiences.
Customer satisfaction with the telecommunications and media sector still low
Overall customer satisfaction has improved by 0.2 points year-on-year, but this is still 3.3 points below the UK all-sector average
Insurance sector sees increase in customer satisfaction
Overall customer satisfaction has improved by 1.1 points, the biggest year-on-year increase of any sector
Customers remain satisfied with the leisure sector
Leisure is the fourth highest rated sector for customer service in the UK
Customer ethos, emotional connection, ethics – three differentiators that drive customer satisfaction
In my January blog, I wrote about the latest results of our UK Customer Satisfaction Index (UKCSI), and touched upon the fact that we have expanded the Index to include three new measures that give a richer picture of how organisations are performing.
Customer satisfaction with automotive sector stays above average
A score of 78.9 out of 100 in the January 2019 UKCSI is 1.2 points above the UK all-sector average
Customer satisfaction with the utilities sector remains low
The sector is ranked twelfth out of 13 in the latest UKCSI
We need to rewrite the psychological contract between employers and employees
Finding and retaining the right people has become an urgent priority for most of us running businesses if they are to be fit and prepared for the new uncertain world in which we are operating.