Last updated: July 2017
Price: £1,350.00 (excluding VAT)
The Public Services (National) sector is at its highest point in 9 years.
The Public Services (National) sector (together with Banks & Building Societies) is the second most improved sector. It continues to perform below the UK average but the gap continues to close.
5 of the 7 Public Services (National) organisations & organisation types have improved by one point or more since January 2016. HM Passport Office remains the top performing organisation and Jobcentre Plus is the most improved.
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.