Brexit: a customer service perspective

24th Jun 2016

The British electorate have cast their votes and the nation now has a verdict. So what does the UK’s future departure from the EU mean for customer service?

A report by the Institute of Customer Service comparing eight European counties – EUCSI: A European Customer Satisfaction Index – shows that the UK leads Europe in terms of customer service. Its average customer satisfaction rating of 76.1 is the highest in Europe across the UK, Germany, France, Italy, Spain, Poland, Netherlands and Sweden in six sectors: banking, insurance, retail (food), telecommunications, transport and utilities.

“None of us can accurately predict the future and there is certainly no room for complacency, but the UK’s service capabilities have the potential to inject huge benefits for the economy in terms of attracting investment, encouraging tourism and winning business in international markets,” says the Institute’s chief executive Jo Causon.

The UK’s position as a market leader for customer satisfaction suggests it is well placed to compete globally without being restricted by limitations of the European Single Market. 

The service sector accounts for approximately 79.6% of GDP and its prominence in service is further demonstrated by its trade surplus with the EU. The UK exported €85.6 billion (around 5% of GDP) of services to the EU27 in 2012, and imported €71.3 billion (approximately 4.2% of GDP), resulting in an overall trade surplus in services of €14.3billion.

“Above all, the UK’s strengths and competences in services need to be given due weight,” adds Causon. “Both in the context of the EU referendum, but also in the future policy-making agenda for skills, competitiveness and growth.”

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