Leisure customer satisfaction remains above average

17th Dec 2018

Average customer satisfaction for the leisure sector remains above the UK average in the latest UK Customer Satisfaction Index, published by The Institute of Customer Service.

A score of 79.9 out of 100 in the July 2018 index is two points above the UK all-sector average of 77.9, and means that leisure is ranked fifth out of 13 sectors, with the sector’s average score falling by 0.4 points between July 2017 and July 2018. 

Looking across more than 30 metrics of customer satisfaction, customers consider the performance of organisations on average to be as good as or better than the all-sector average in most areas.  

However, satisfaction with website experiences fell by 3 points compared to July 2017. Customer experiences are also rated lower than the all-sector average for online metrics including availability of support, checkout process and condition of delivered goods. 

Satisfaction with complaints handling and with the speed of resolving complaints (6.1 and 6.2 out of 10 respectively) have fallen slightly compared to July 2017, but still remain above the all-sector average scores. 52.7% of complaints were reported in person, a figure that is higher than any other sector. 

There are contrasts in the changes to UKCSI scores. Twelve organisations scored below the sector average, while five registered a drop of more than two points between July 2017 and July 2018. 

In contrast Netflix had the highest score (83.9) of any named organisation. Greggs and Subway continue the trend of having each received a score at least one point higher than the sector average in every UKCSI since July 2015.

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