Customer service satisfaction on the rise for coach operators

27th Mar 2018

UK customers are more satisfied with coach operators than they were last year, according to new research.

The findings from the UK Customer Satisfaction Index, produced by The Institute of Customer Service, show their score has risen by 1.1 points.

Airlines and train operators meanwhile have seen satisfaction fall by 2.2 and 1.3 points respectively.

As a whole, the transport sector is the lowest scoring industry for customer satisfaction with a UKCSI score of 73.7 out of 100, 4.4 points lower than the UK all-sector average.

Nearly one in five customers of customers had a problem with an organisation (17.5%), 1.7% higher than in January 2017. By contrast, the all sector average for customers experiencing a problem fell by 0.4% points across the UK to 12.7%.

Only 63.1% of Transport customers who had a problem complained to the organisation in question, the lowest rate of any sector; the all-sector average is 75.7%.

The most significant reason for not reporting a problem was “didn’t think it would make any difference” (cited by 58.8% of those who had a problem but did not report it).

The report found that 2.7% of customers who contacted a transport organisation about a problem used social media, higher than the all-sector UKCSI average, 1.7%. That compares to over a quarter of people who made contact in person (28.4%), the most frequently used complaints channel in the sector.

Customers’ satisfaction with complaints handling in the Transport sector was 5.0 (out of 10), below the all-sector average of 5.6.

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