Customer satisfaction for services sector remains higher than UK average

10th Apr 2018

With a UK Customer Satisfaction Index (UKCSI) score of 78.7 (out of 100), the services sector now scores 0.6 points higher than the UK all-sector average of 78.1. The average score for the sector rose by 0.5 points between January 2017 and January 2018.

This compares to a 0.3 point rise in the UKCSI all-sector average. One of the biggest areas of improvement was the number of experiences rated as ‘right first time’, up by 7.1% points to 83.7%.

AA, RAC and Green Flag are the only companies to have exceeded the sector average in every UKCSI since January 2015.

Looking across all 30+ metrics of customer satisfaction in UKCSI, customers rate the performance of the services sector slightly higher than the all-sector average for ‘in person’, telephone and ‘in writing’ customer experience metrics but lower than average for website experiences.

‘Your local garage’ received the highest rating for the sector, with Halfords Autocentre scoring 82.9 – the highest score for any named organisation in the sector.

‘Your local tradesman’ and ‘your local dry cleaner’ also scored above the sector and all-sector averages with respective scores of 84.6 and 84.4.

In the latest UKCSI, 19 companies received a score and four companies improved by one point or more since January 2017.

The report suggests takeaways for the sector, including reviewing the impact and opportunity of employing new technologies. It also suggests growing agile and collaborative working culture and practices.

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