Rise in customer satisfaction drives economic growth

22nd Feb 2017

Reacting to news that services output increased by 0.2 % in December, Jo Causon, CEO of The Institute of Customer Service, says that “the link between high levels of customer satisfaction and business performance are increasingly clear and, with uncertain economic and political times as the current backdrop to business, it has never been more important to recognise the return on investment driven by a sustained focus on service excellence.”

As official figures show that service output increased, data released by the Institute of Customer Service reveals that satisfaction in the services sector has increased over the past 12 months.  The latest UK Customer Satisfaction Index shows a sector score of 78.2 – above the national average of 77.8 (out of 100).

The figures lead Causon to say: “As we face up to the uncertainties, opportunities and risks of the post-Brexit economy it is clear that service standards will be more critical than ever to long-term productivity and sustainable performance.  Yet it will become more challenging to achieve continued growth as customer behaviour and preferences continue to evolve.

“That is why business leaders need to have a clear focus on the purpose of their organisation, underpinned by good corporate governance.  Combined, these two ingredients will drive a service culture and ensure there is a higher likelihood that trust in British business will improve, that customer loyalty will increase and that business will benefit from repeat purchase and recommendation.” 


Notes to editors
For further information please contact: 

Ellie Scott, Bethan Davies or Rebecca Stevenson
E: [email protected]
T: 020 7010 0831 (Ellie Scott), 0207 010 851 (Bethan Davies), 020 7010 0810 (Rebecca Stevenson) 

About The Institute of Customer Service 
The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers’ experience and their own business performance.  The Institute is a membership body with a community of over 500 organisational members – from the private, public and third sectors – and over 4,000 individual memberships.  For more information about the Institute of Customer Service go to www.instituteofcustomerservice.com.

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