Customer satisfaction in UK Services sector remains above average

3rd Nov 2017

The UK Services sector has improved its score on the UK Customer Satisfaction Index (UKCSI) since last year.

The sector scored 78.5 out of 100 – above the UK average ¬ in the July 2017 report from The Institute of Customer Service, and 0.3 points higher than last year.

The Services sector continues to perform above the UK average on “in person”

customer experiences but is weakest at addressing complaints.

The overall increase in customer satisfaction is reflected in improvements for most customer experience measures. 

Consistent with the national picture, measures around managing complaints showed the largest year-on-year increases. The sector, however, performs below average on these measures as well as for online customer experiences.

And despite the increase in customer satisfaction, the Net Promoter Score for the sector fell by two points to 18.9. This suggests that it is becoming harder for organisations to earn customer advocacy.

Local garages were the highest scoring businesses, with a UKCSI score of 86.3, followed by local dry cleaning services, which scored 85.1. Yodel was the lowest scoring organisation, with 73.2 points.

The sector generates about the same proportion of problems and complaints as it did a year ago, with 13.6% of customers reporting a problem.

The most common issue cited by customers was late delivery or slow service. At 41.3% of all problems, this is the highest of any sector for this issue. The UK average is 25.1%. 

The highest proportion of customer interactions, 53.1%, is “in person”. Customer satisfaction with the “in person” channel is similar to a year ago, 81.1, and is the highest of all the channels. The UK all-sector average is 80.0.

The telephone is the most widely used channel when making a complaint, used by 39.9% of complainants. Overall customer satisfaction “over the phone”, 77.7, has improved (by 1.6 points). The UK average is 75.3. The proportion of customers using the telephone to interact with organisations continues to fall. It is currently 17.7%, down from 18.5% in July 2016.


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