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Can Customer Service Create Trust? (2014)

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In the January 2014 UK Customer Satisfaction Index (UKCSI), a new question was introduced to measure customers’ trust in organisations and how it related to customer satisfaction, recommendation and loyalty (willingness to remain a customer).

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There is a strong correlation between trust and customer satisfaction. 75% of the 16 most trusted organisations also feature in the top 20 UKCSI. None of 16 most trusted organisations have a UKCSI score below the average for their sector.

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