The UKCSI is a national benchmark of customer satisfaction covering 13 sectors and based on 45,000 customer responses.
Sadly, the latest UK Customer Satisfaction Index (UKCSI).shows that customer satisfaction is in decline for two-thirds of organisations.
More optimistically, one-third of businesses are improving the service that they deliver to their customers.
What can we learn from these leaders in customer satisfaction?
According to the report, they all share these characteristics:
✅ Efficiency in transactional experiences
✅ Problem-solving capabilities
✅ Service innovation
✅ High ethical standards
✅ Genuine focus on customers’ personal needs
✅ Emotional connection with customers
✅ Delivery on the customer promise
The report highlights yet again that those companies that deliver higher levels of customer satisfaction also deliver higher organisational performance and greater profitability
You can download the full report here:
https://www.instituteofcustomerservice.com/research-insight/ukcsi/
If you're looking to improve your own organisation's customer satisfaction index and use this to drive greater profitability, please do get in touch.
