UKCSI Transport Sector Report - January 2017

A national measure of customer satisfaction in the Transport sector. It measures over 30 measures of the customer experience in 28 organisations.

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UKCSI Transport Sector Report - January 2017

Drawing its data from 3,000 individual customer experiences, the latest UKCSI Transport 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)

Customer satisfaction in the Transport sector is at its highest point in 9 years though it remains below the UK average. Customer experiences associated with air travel scored higher than the sector’s average and experiences associated with travel via coaches & buses and customers who use an organisation most days have significantly lower satisfaction.

There’s a diverse range of organisations’ performance in the sector and the gap between the highest and lowest scoring organisation has widened. 10 of the 28 transport sector organisations have improved by one point or more since January 2016. P&O Ferries is the best performer in the sector. London Midland is the most improved organisation in the overall UKCSI.

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.