UKCSI Services Sector Report - January 2017

A national measure of customer satisfaction in the Services sector. It measures over 30 measures of the customer experience in 20 organisations & organisation types.

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UKCSI Services Sector Report - January 2017

Drawing its data from 3,000 individual customer experiences, the latest UKCSI Services 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 in the Services sector has improved since January 2016 and continues to perform just above the UK average.

Western Union, Halfords autocentre and “Your local garage” have received a UKCSI score for the first time.

There are 15 named services organisations and 5 generic organisation types in the UKCSI. Compared to other sectors, the gap between the highest and lowest scoring organisations has narrowed.

Green Flag is the highest ranked named organisation and the only Services organisation in the UKCSI top 50 in January 2017. Meanwhile “Your local garage” is the top performing services organisation overall. Yodel, the lowest ranked organisation in the Services sector a year ago, is the most improved organisation

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.