UKCSI Public Services (National) Sector Report - January 2017

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

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UKCSI Public Services (National) Sector Report - January 2017

Drawing its data from 3,000 individual customer experiences, the latest UKCSI Public Service (National) Sector Report provides 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 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.