26th Jan 2018
Released on 23 January, The Institute’s latest UKCSI explores customer satisfaction with organisations across 13 industry sectors. It collated responses from 10,000 consumers to find its results.
This report shows that customer satisfaction is more or less stable, with a score of 78.1 out of 100, which is an increase of 0.3 points from a year ago.
Online retail giant Amazon has topped the index for the fifth time running, with a customer satisfaction score of 86.6. It is closely followed by companies from the retail (non-food) sector such as Superdrug, which scored 85.1 points, and organisations in the banking sector.
Jo Causon, Chief Executive of The Institute of Customer Service, said that organisations must maintain momentum in order to benefit from long-term returns. “The temptation may be to hold back in economically uncertain times, but with improvements in customer service worth £81.5 billion* to the UK’s GDP through repeat custom and recommendation, consistency is key to success.
“It is also clear that where satisfaction is maintained, organisations will see a direct link to turnover growth, profitability and productivity.”
The findings in this report show that there is a generational gap in regards to willingness to pay for premium service. Younger consumers (aged 18-44) are more likely to pay more for excellent service than those aged between 45 and 79.
The most improved organisation on the report was Yorkshire Bank, with an increase of 10 points. The 20 most improved organisations have raised their averages by getting more things right first time and dealing with complaints better.
Spotify, Prezzo and British Gas are all newcomers to the UKCSI.
The report might come as a cause of celebration for the higher-ranking companies, but Causon says that organisations mustn’t become complacent: “This is particularly pertinent for those appearing amongst the most improved organisations or those entering the Index for the first time, as too many from previous UKCSI reports have proved unable to sustain their performance.”