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BBC News covered the launch of our UK Customer Satisfaction Index (UKCSI) findings on 7 July 2021: Customers fed up with Covid excuse for bad service

Customers have appreciated improvements or innovation in service such as better scheduling to avoid queuing, proactive communications and dialogue, support with mental, physical or financial well-being, advice and knowledge to help navigate challenging situations and life events. However, almost a quarter of customers believe that some organisations have used Covid-19 as an excuse for poor service.

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