Throughout the COVID-19 epidemic, some employees are required to attend their workplace or travel to perform their role. Often they are delivering essential services that are essential customers and society as a whole. We have drawn on a range of global sources and The Institute’s research to provide an overview and guidance to help keep your employees safe in a range of working environments.
Vulnerable customers can go unnoticed by organisations - if you’re not looking for the signs, you might easily miss them. It is important to assume that, potentially, all customers are vulnerable – there is no such thing as the ‘ideal’ customer. The CARE framework, for example, will help you to identify if a customer is vulnerable. Here are just some of the things you need to watch out for when you’re communicating with a customer:
Satisfaction has fallen slightly according to the latest UKCSI, but the sector is still ranked second out of 13
The sector is the highest rated for customer satisfaction, but it recorded its lowest score since July 2011
The sector is currently ranked twelfth out of the 13 sectors which make up the UKCSI
A score of 70.8 out of 100 in the July 2019 UKCSI means that the sector is 6.3 points below the UK all-sector average
UK trains are well behind a number of European countries in terms of average speeds
The sector is the third highest rated for customer satisfaction
Overall customer satisfaction has improved by 0.2 points year-on-year, but this is still 3.3 points below the UK all-sector average
In my January blog, I wrote about the latest results of our UK Customer Satisfaction Index (UKCSI), and touched upon the fact that we have expanded the Index to include three new measures that give a richer picture of how organisations are performing.