Customer satisfaction with the public services (national) sector below UK average

15th Nov 2018

Average customer satisfaction for the public services (national) sector remains below the UK average in the latest UK Customer Satisfaction Index, published by The Institute of Customer Service. 

A score of 75.8 of 100 in the July 2018 index is 2.1 points lower than the UK all-sector average of 77.9, and means that public services (national) is ranked ninth out of 13 sectors, with the sector’s score falling slightly by 0.2 points since July last year. 

Customers rate the sector lower than average in most areas (out of more than 30 metrics of customer satisfaction). 

Customer satisfaction with telephone and email experiences has improved by more than one point, however satisfaction with website experiences is 1.2 points lower than in July 2017. The sector scores higher than average for “in writing” experiences, but these make up just 3.8% of all experiences. 

Satisfaction with complaints handling and with the speed of resolving complaints have both fallen compared to July 2017, and at 5.0 and 4.8 respectively (out of 10) are below the all-sector averages. The proportion of problems which cite an organisation “not keeping its promises and commitments” has also risen from 6.2% to 14.9%. 

14.8% of customers in the sector experienced a problem in the three months preceding the UKSCI survey, a figure that is 0.8% lower than in July 2017 but more than the all-sector average of 12.8%. 

DVLA, HM Passport Office and the Post Office are above the UK all-sector average, while HMRC continues to improve, with its score increasing significantly by 5.6 points from 59.8 in July 2017 to 65.4. 

Four organisations scored below the sector average. HM Passport Office topped the table with a score of 81.1. Alongside HM Passport Office, two other public services – DVLA and the Post Office – have each received a score at least one point above the sector average in every UKCSI since July 2015.

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