Here are the survey's main findings:
- Customer satisfaction in the UK is flat
- 17.3% of customers reported having a problem with customer service - the highest level ever recorded
- Customer satisfaction will come under increasing pressure in the coming year as the cost of living crisis bites
- Maintaining a personal connection with customers will be central to improving customer satisfaction
- Empathy, emotional intelligence, and the ability to respond to a customer's unique situation and needs are essential attributes of successful customer service organisations
- Despite cost pressures for customers and service providers, service quality remains important. Indeed, 35% of those surveyed indicated they would be prepared to pay more to guarantee excellent service
You can download the full report from the Institute of Customer Service's website
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