Tag Archive: customer service
Improving customer satisfaction
Posted 26th February 2024 at 4:21 pm
The Institute of Customer Service published its latest UK Customer Satisfaction Index (UKCSI) figures for January 2024. The Index has fallen by 1.7 points since last January to 76.0 (out of 100). Each of the 13 UKCSI sectors showed lower customer satisfaction than a year ago, with Utilities, Transport, Insurance and Service declining by more than 2 points. The highest rated organisations are Ocado (85.7), first direct (85.3) and John Lewis (85.1). Looking at an index update like this can provide a good opportunity to reflect on the customer satisfaction of your own customers. Good customer service is characterised by... Read more
Why Customer Service matters
Posted 18th July 2023 at 3:50 pm
According to the Institute of Customer Service’s (ICS) most recent UK Customer Satisfaction Index more companies have declined in service than improved. In 2021 and 2022, customer satisfaction with complaint handling showed a steady improvement but this has now stalled and other areas of customer satisfaction that are predictive of business performance, such as measures of a company’s emotional connection with its customers, their customer ethos, and ethics, have also declined. ICS chief executive Joanna Causon comments, ”We are seeing a greater polarisation in customer satisfaction performance, with some companies pulling away from the pack and others alas falling considerably... Read more
Customer Relationship Management
Posted 19th April 2021 at 9:38 am
In this current challenging environment, managing the customers that you already have is the key to stability. Winning new customers when you can’t easily go out and meet people, is challenging to say the least! It also almost always costs you money as well, whether that be marketing spend, or new customer discounts and incentives. Existing customers, on the other hand, already trust your brand and know what to expect from your business, so turning these into repeat customers should be a much easier, and cheaper, task. In order to develop valuable, long term relationships with your customers you... Read more