The annual customer service survey from Which? is out and the usual suspects feature at both the top and bottom of the list of the 100 big brands rated. You can read the full results here but we’ve summarised the highlights here.
UKCSI – State Of The Nation Update
Customer satisfaction on the high street seems to be pulling out of the destructive nose dive we’ve seen in the last 4 waves.
The July 2015 results from the UKCSI are out now and as in earlier posts, I’ve trawled the results and here is a summary for you.Uk map UKCSI
The previous two years of decline seems to have now plateaued with the index rising by a meagre 0.2 from this survey wave to 76.2 overall (out of 100). Way down from the heady heights of 78.2 in January 2013.
Indifference or inertia isn’t customer loyalty
After sending an unrecognised 0808 telephone number to voicemail recently I foolishly answered the phone after the third or fourth call. As I suspected, it was my mobile phone network provider who initially claimed they were calling to ‘thank me for my loyalty!’
UK economy grows, customer satisfaction declines
With signs that the UK economy is now starting to recover after the worst slump since World War 2, customer satisfaction however is on the decline.
July saw the most recent update of the UK Customer Satisfaction Index, which showed the third consecutive drop in customer satisfaction recorded over the last 18 months.
Honesty, expectations and reality
Amongst Richard Branson’s many quotes that have been published over the years, my most favourite has always been this one; “Customer service is about attention to detail and communication. Neither of which are difficult so naturally they’re the first things we forget!” It’s my favourite because he’s right.
Can you value and recommend a product you never use?
Not many people I know like having to pay car insurance. It’s perceived as a necessary evil and an additional expense and cost. I understand why we need it, but it always feels like an additional tax. And it’s not even a remotely glamorous or exciting purchase now is it? No insurance is.
