Chris Dunn writes...yhe latest report by the Institute of Customer Service on the State of Customer Satisfaction in the UK paints a grim picture.
Customer satisfaction is continuing to decline and now stands at a 9-year low.
The sad fact is that despite all the talk of 'driving service excellence', and 'putting customers first', most organisations are failing to deliver one or more of these key elements of customer service:
- Maintaining the core customer proposition
- Providing leadership and a long-term focus
- Enabling a personal connection with customers
- Dealing effectively with problems and complaints
- Offering relevant and authentic engagement with customers
- Engaging, developing, and retaining employees
- Doing the right thing in governance and business practices
For more insight on the State of Customer Satisfaction in the UK and recommendations on how to improve customer experience, download the full UKCSI report here
Chris Dunn Consulting has worked on numerous customer satisfaction improvement projects over the years. Head over to the customer experience section of the resources page of our website for further free resources that explain how to drive simply outstanding customer service.
If you have a customer service issue you'd like to discuss with us, don't hesitate to contact us.
