The importance of a strong emotional connection with customers
At last we might be beginning to see some light at the end of the tunnel. This week has seen some, if not positive, then at least far from disastrous…
Moral leadership from the top for our Service Nation
I think it would be fair to say that the subject of leadership is under greater scrutiny than ever and, some might argue, in short supply! A key aspect of…
Falling customer satisfaction creates a productivity drag at the worst possible time
As 2023 gets underway, the UK economy is hovering on the verge of a recession. With the cost of living crisis making itself felt and inflation still around double digits,…
Our latest UKCSI results are a timely reminder of the importance of service
Our latest UK Customer Satisfaction Index, released this week, paints a concerning picture as to the future of our Service Nation. Overall customer satisfaction showed a decline of 0.7 points, and…
Introduction to Customer Journey Mapping (24 March 2023)
In the current environment, many organisations are reviewing the journeys they take their customers on, seeing what works and what to change in order to service customers in the future…
Connecting Customers with Digital (17 March 2023)
Our Connecting Customers with Digital workshop, facilitated by The Institute’s Academy experts, builds skills and capability to support customers with digital engagement, through using a coaching approach. Building customer confidence with…
Measuring What Matters (27 Feb 2023)
We can measure customer metrics that are transactional and tangible. But how do we measure those metrics that are essential to building trust, loyalty, and sustainable relationships: the non-tangible, the…
UKCSI January 2023 Webinar Launch
Watch the UK Customer Service Index January 2023 webinar launch below. The Institute’s Head of Research and Insight, Brian Weston, and CEO, Jo Causon, take us through the latest results…
UKCSI Retail (Food) Sector – January 2023
The Retail (Food) sector’s UKCSI of 80.5 is 0.5 points lower than January 2022, but is 2.8 points above the UK all-sector average. UKCSI Sector Results:
- Despite the apparent stability of the headline sector score, there are signs that customer satisfaction is under pressure
- More customer experiences recorded in the UKCSI were conducted in person compared to a year ago, but the proportion of digital experiences is greater than it was before the Covid-19 pandemic
- M&S (food) is the highest-rated organisation, with a score of 85.2 (out of 100). Waitrose and Ocado are the joint second highest named organisations
- Availability of products/services is the top issue that organisations in the Retail (Food) sector should improve
UKCSI Public Services (National) Sector – January 2023
The Public Services (National) sector’s UKCSI of 75.1 is 1.8 points lower than January 2022, and 2.6 points below the UK all-sector average. UKCSI Sector Results:
- Public Services (National) is rated 10th of the 13 UKCSI sectors, ahead of Transport, Public Services (Local) and Utilities
- The biggest gaps in satisfaction between the Public Services (National) sector and the UK all-sector average relate to speed of service
- National Highways, Post Office and the Disclosure and Barring Service are the highest rated organisations in the sector
- Making it easier to contact the right person to help is the top issue that organisations in the Public Services (National) sector should improve