UKCSI business benchmarking

The customer perspective - Business Benchmarking

Business Benchmarking is a measurement of customer satisfaction that organisations can use to benchmark against national leaders in their sector and beyond.

Insights delivered by Benchmarking

Insights delivered by Benchmarking

  • How satisfied your customers are
  • Which areas need improvement
  • How you compare to your competitors
  • Where you stand against the best

    To find out more, get in touch 
    here

About Business Benchmarking

Why is UKCSI important?

  • Business Benchmarking provides insight into how your organisation compares to others in your sector, and nationally
  • It provides a powerful tool to inform your customer service strategy, enabling you to focus on the areas that deliver the best Return on Investment
  • You gain understanding of how satisfied your customers are across a range of measures
  • It highlights strengths, weaknesses and areas for improvement from your customers' perspective

The process

  • The process takes between two and six months to complete
  • Customers are surveyed using the same questions as the UKCSI in both a B2C or B2B environment
  • The top 20 customer priorities are collated and scored according to customer responses
  • The results are charted: 100 responses or more in a B2C environment (200 recommended), 70 or more in a B2B environment
  • An overall customer satisfaction rating is awarded, benchmarked nationally and by your industry sector
  • Results can be compared with the latest UKCSI results
  • You are licensed to download all the data on your organisation, and from one sector (subject to restrictions on use)

What's involved?

  • You must first nominate an internal business co-ordinator to liaise with us
  • Timeframes are up to you, to start online whenever you're ready
  • Once registered on the UKCSI web portal, you will be able to access your bespoke survey link
  • Once registration is complete, an email will be sent to all customer contacts inviting them to complete the questionnaire
  • During the process, customer contacts will receive three emails: the initial invitation andtwo reminders
  • Your nominated internal business co-ordinator will be able to check the progress of the survey at any time through the online portal
  • Finally, an action plan will be created with the support of your local Institute account director


What do customers really want?

The UKCSI is based on the top customer priorities described in the report "Customer Priorities: What Customers Really Want".

The top priorities included:

  • Overall quality of the product or service
  • Being treated as a valued customer
  • Speed of service
  • Friendliness of staff
  • Handling of problems and complaints
  • Handling of enquiries
  • Competence of staff
  • Ease of doing business
  • Being kept informed
  • Helpfulness of staff


    The research behind UKCSI

    What customers really want

    The UKCSI is based on the top customer priorities described in the report "Customer Priorities: What Customers Really Want".

    A snapshot of top priorities include:

    • Overall quality of the product or service
    • Being treated as a valued customer
    • Speed of service
    • Friendliness of staff
    • Handling of problems and complaints
    • Handling of enquiries
    • Competence of staff
    • Ease of doing business
    • Being kept informed
    • Helpfulness of staff

    Sectors measured in the UKCSI

    Sectors

    13 sectors are measured in the UKCSI:

    • Automotive: car manufacturers and dealerships
    • Finance (banks): banks and building societies
    • Finance (insurers): insurance companies and large brokers
    • Leisure: fast-food outlets, pubs, entertainment centres
    • Public services (local): local authority services,
    • GP surgeries, emergency services
    • Public services (national): central departments such as DELNI agencies such as the DVLA and publicly-owned services such as the BBC
    • Retail, food: supermarkets and convenience stores
    • Retail, non-food: high-street shops, out-of-town stores etc.
    • Services: domestic, breakdown, commercial services etc.
    • Telecommunications: fixed or mobile telephones
    • Tourism: hotel chains and holiday operators
    • Transport: buses, trains, air travel
    • Utilities: gas, water and electricity suppliers

    TrainingMark

    Training Accreditation

    Institute accreditation of an in-house customer service training programme

    ServiceMark

    Customer Service Standard

    Organisational accreditation that acts as a National Customer Service Standard

    ServCheck

    Internal benchmarking tool

    Assessment tool that measures an organisation's commitment to customer service