UK Customer Satisfaction Index results for January 2010 available- 02 February 2010
Every six months we publish the UKCSI (UK Customer Satisfaction Index). It ranks organisations across 13 sectors based on a survey of 26,000 adults' customer service experiences.
Overall, service levels appear to have improved during the recession. John Lewis, Waitrose and Marks & Spencer (perhaps unsurprisingly) top the overall lists. Toby Carvery and Vodafone are the most improved organisations.
You can see the top 10 lists by sector and read an executive summary at our UKCSI site.
Other headlines from January's index:
- it appears that customer service improved during the recession
- all sectors show an upward trend except public services - national
- certain sectors (e.g. tourism) show consistent scores across organisations
- overall banks perform well (the UKCSI measures individual experience), but the reputation score has decreased significantly between July 08 and Jan 10
- the top three performers were John Lewis, Waitrose and Marks & Spencer (food)
- in food retail, tourism and insurance complaint handling is the most important factor
- in non-food retail day to day service is what counts
- hospitals score far lower on reputation than GP surgeries
- the three most improved organisations since January 2009 are Toby Carvery, Vodafone and Harvester. McDonalds and British Gas are also in the top 10 for improved scores
- the British public say that their major annoyance with call centres is dealing with staff outside the UK (see our blog post on the UKCSI and call centres)
Visit the UKCSI website to get more detailed information.
Source: ICS