By Jo Causon, CEO, The Institute of Customer Service As lockdown restrictions continue to ease and more and more businesses open their doors, the lasting impact of the Covid-19 crisis on the customer experience environment is becoming clear. The results…
After five successive drops “stretching back over a period of two and half years" the time has surely come for organisations to reverse this decline and get satisfaction back on an upwards curve.
Sector sees first fall since 2016 but remains above UK average
Satisfaction has fallen slightly according to the latest UKCSI, but the sector is still ranked second out of 13
The sector is the highest rated for customer satisfaction, but it recorded its lowest score since July 2011
Although the sector scored 0.5 points less than a year previously, it remains slightly above the UK average for customer satisfaction
The sector is currently ranked twelfth out of the 13 sectors which make up the UKCSI
We find issues all along the recruitment-retention-development continuum. Each element is equally important for a rounded people strategy, but recruitment issues are perhaps the biggest concern.
New research conducted by The Institute of Customer Service reveals that ineffective recruitment costs the UK £17.6bn annually.
Organisations need to regain consumers' trust, according to the July Index