The state of customer service in the UK

The Institute of Customer Service (UKCSI) questioned 10,000 consumers as part of its annual review of customer service. Its findings make for sobering reading as we enter a particularly challenging period for customer service.

UKCSI-Survey-2022

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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