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UKCSI: The state of customer satisfaction in the UK – January 2014

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Overall customer satisfaction has now fallen in two consecutive UKCSI surveys.

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This serves as a wake-up call to organisations and a reminder of the crucial importance of customer service to sustainable business performance.

Today’s customers are savvy, discerning and expect organisations to relate to them as individuals, not as transactions. Customers have greater choice, more ability to switch their business and access to an ever-expanding set of communication channels to express their preferences or displeasure.

As the economy begins to show signs of growth, those organisations best placed to benefit are those who have built trusted relationships with customers based on consistent service.

The state of customer service matters.


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