Customer satisfaction in UK transport sector remains below average

3rd Oct 2017

Customer satisfaction in the UK transport sector has remained at a below average level, according to the latest UK Customer Satisfaction Index (UKCSI).

The report from The Institute of Customer Service found that, while the sector had improved its score by 0.1 points, reaching 74.5 out of 100, it is still 3.7 points below the UK average.

While the sector is scoring at around the same level for measures relating to customer effort, it is weakest for ‘in person’ interactions.

Compared with July 2016, customers are slightly more satisfied this year with staff attitude and understanding, and doing what they said they would, in the context of complaint handling; and with organisations’ speed of response by text, social media and web chat. The transport sector is among the most popular sectors for customer interactions via social media.

Compared with many other sectors, getting it right first time makes a significant difference to customer satisfaction. The average satisfaction of transport customers whose experience was right first time was 79.8, compared with 49.6 when it was not. This gap of 30.2 points is one of the widest for any sector in the UKSCI.

The gap between the highest and lowest scoring organisations has widened. This year there is a relatively large difference of 29.3 points compared with 20.8 points a year ago. The measures with the biggest differences between these organisations are customer trust, getting customer experiences right first time, product/service quality and reliability, caring about customers, openness and transparency, and the degree of problems and complaints.

Some businesses did score above the UK average, including the troubled Monarch Airlines, which scored 81. The Trainline.com was the top-scoring organisation with 84.2 points, while Southern Railways came last on the list with a score of 54.9.

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