Last updated: January 2018
During 2016, customer satisfaction improved in most sectors of the economy. Employee behaviours and attitudes, especially the ability to deal with problems and complaints, were key differentiators for the top performing organisations. We continued to see compelling evidence of the link between superior customer satisfaction and high levels of trust, loyalty, recommendation and repurchase.
We found new evidence that an increase in employee engagement leads to uplift in customer satisfaction. In the year that gave us the EU referendum, our research showed that customer satisfaction in the UK is, on average, higher than in seven other European countries. We enter 2017 at a time of exceptional uncertainty, creating both risks and opportunities for many organisations. Here, we examine the some of the leading factors which will shape the customer landscape in 2017 and beyond.