30th Aug 2016
The national public services sector is the most improved industry compared to a year ago, the latest UK Customer Satisfaction Index (UKCSI) shows.
The report, published by the Institute of Customer Service, gives the UK’s national public services an overall customer satisfaction rating of 74.1 out of 100, an increase of 2.3 points within the last year, continuing the upward trend it has experienced since 2011.
Five organisations within the sector have improved, with none demonstrating a fall in customer satisfaction. HM Passport Office tops the tables as the highest scorer in the industry, and the most improved.
This year, the sector has experienced increases in trust and the rating of its face-to-face dealings with customers, but there is also room for improvement. The sector continues to perform below the UK average, but the gap has closed from 4.4 points a year ago to 3.3 points.
National public services organisations are the lowest scoring of any sector for ease of getting through on the telephone and helpfulness and competence of staff over the phone, while satisfaction with the complaint experience is also the lowest of any sector. More than 60% of customers’ problems took longer than expected to resolve, compared to the UK average 46%. In addition, more than two-thirds of customers’ problems remain unresolved compared to the UK average of 26.9%.
These findings show that, while the sector has made significant progress during the last six months, it still has a way to go in dealing with customer complaints and queries – particularly given that complaint handling is one of the five most important customer priorities in this sector.