6th Dec 2018
Average customer satisfaction for the services sector has fallen to below the UK average for the first time in 10 years in the latest UK Customer Satisfaction Index, published by The Institute of Customer Service.
A score of 77.8 out of 100 in the July 2018 index is just below the UK all-sector average of 77.9, and means that services is ranked eighth out of 13 sectors, with the sector’s score falling by 0.7 points between July 2017 and July 2018.
Looking across more than 30 metrics of customer satisfaction, customers rate the performance of the sector slightly higher than the all-sector average for telephone experience metrics, such as ease of getting through, helpfulness and competence of employees.
However, the biggest negative performance gaps compared to the all-sector average are for problem and complaint handling metrics.
Satisfaction with website experiences has improved by one point, however satisfaction with experiences in person fell by more than a point.
Satisfaction with complaints handling and with the final outcome of complaints have fallen slightly compared to July 2017, to 5.0 and 5.4 (out of 10) respectively, and both remain below the UKCSI all-sector averages. The proportion of problems which cite an organisation “not keeping its promises and commitments” has risen substantially, from 6.9% to 16.1%.
15.1% of customers experienced a problem with an organisation, a figure which is up 1.5% points compared to July 2017 and higher than the UK average.
There is a notable differentiation between the highest and lowest scoring organisations. With a UKCSI score of 83.8, “Your local tradesman” received the highest rating in the sector, while Green Flag had the highest score (83) of any named organisation. In contrast, seven organisations scored below the sector average, with the lowest score 70.5.