Service sector customers prioritise good, face-to-face service

16th Sep 2016

Customer satisfaction in the service sector has increased, the latest UK Customer Satisfaction Index (UKCSI) from the Institute of Customer Service shows, and will continue to do so if organisations focus on delivering high-quality, personalised service. 

The Index, which measures customer satisfaction across 13 sectors of the economy, gives the UK's food retailers an overall customer satisfaction rating of 78.2 out of 100 – an increase of 1.4 points since July 2015.

The data shows that 11 service providers have improved since January 2015, with only one demonstrating a fall in customer satisfaction. Logistics company DHL tops the tables as the industry’s highest scoring brand, while delivery firm TNT is the most improved. Customers were most satisfied with their local hairdressers and tradesmen.  

The study also shows that, compared to two years ago, a higher proportion of the service industry’s customers now prioritise excellent service at a higher price over more affordable, no-frills service. Almost a third expressed a preference for excellent service, even if it cost them more, compared to 28% of customers two years ago. 

Across all sectors, the UKCSI suggests employees’ attitudes, competencies and complaint-handling abilities are among the most important contributors to customers’ experiences. This is particularly the case for the services sector, where customers prefer interacting with organisations in person. 

The report also revealed new evidence of the tangible business benefits of good customer service for all sectors. The relationship between the highest levels of customer satisfaction and trust has strengthened in the past year, with 96% of customers who rate an organisation with a 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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