UKCSI Public Services (Local) Sector Report - January 2017

A national measure of customer satisfaction in the Public Service (Local) sector. It measures over 30 measures of the customer experience in 7 organisations and organisation type.

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UKCSI Public Services (Local) Sector Report - January 2017

Drawing its data from 3,000 individual customer experiences, the latest UKCSI Public Service (Local) Sector Report provides you with a strategic overview of the sector’s performance in the UK as a whole and for individual organisations within the sector.

Last updated: July 2017

Format: PDF

Price: £1,350.00 (excluding VAT)

The latest UKCSI shows that customer satisfaction for the Public Services (Local) sector has improved and is at its highest point since July 2012. 

Public Services (Local) sector is the most improved sector for satisfaction with online experiences. The sector’s CSI increases amongst customers who use an organisation once a week compared to those who use an organisation less often. The sector, however, remains below the UK average.

3 of the 7 public services (local) sector organisations have seen a year on year increase in customer satisfaction by one point or more. “Your local library” remains the top performing organisation and the most improved organisation is “Your local police service”.

In addition, the report examines the attributes of the customer experience most important to customers in the sector and how this compares to customer satisfaction for these measures. It contains benchmarking of sector and national results on key complaints measures, evaluates channel usage and satisfaction, explains the importance of organisations getting it right first time, and analyses overall customer satisfaction against reputation, customer effort, trust, loyalty and NPS.

The report also gives an indication about what organisations in the sector should do to improve their customers’ experience.