Customers urge transport firms to be more reliable

23rd Sep 2016

Customer satisfaction in the transport sector has increased, the latest UK Customer Satisfaction Index (UKCSI) from the Institute of Customer Service shows. But the industry needs to instill confidence in its reliability and complaint-handling abilities if it is to continue this upward trend.

The Index, which measures customer satisfaction across 13 sectors of the economy, gives the industry an overall customer satisfaction rating of 74.4 out of 100. Although its rating has increased by 1.5 points since July 2015, it is still three points below average.

According to the study, the sector has the lowest proportion of customers making a complaint when they experience a problem, as 65.6% believe their complaint won’t make a difference. 

The transport industry also has the highest proportion of customer problems of any sector regarding the quality and reliability of service, and performs well below the UK average for satisfaction in this area. Reliability was at the crux of 44.9% of problems. 

Overall, 16 organisations within the sector have improved their rating, with only three demonstrating a fall in customer satisfaction. Virgin Atlantic tops the tables as the highest scorer in the industry, while East Midlands trains is the most improved. Southeastern trains received the lowest score.

As in many sectors, there has been an increase in the proportion of customers who prioritise excellent service, with 27% of customers now prepared to pay more if it guarantees good customer service. 

The UKCSI also revealed new evidence of the tangible business benefits of delivering good customer service, across all sectors. The relationship between customer satisfaction and trust has strengthened in the past year, with 96% of customers who rate an organisation nine or 10 out of 10 for customer satisfaction also giving the highest levels of trust.

Click here to download our executive summary.

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