Bloomberg: Bad Service Is in England’s Cultural DNA

A recent Bloomberg article on the decline in UK customer service discusses research from our UK Customer Satisfaction Index (UKCSI), as well as from our Customer Service Dividend report.

“Handwringing over the perceived decline in standards isn’t idle rumination. Companies that earn superior customer satisfaction ratings post higher revenue and profit growth, and have fatter operating margins, according to the institute’s research. So getting businesses to raise their game should be an easy win for an economy dependent on consumer spending that has been stuck in a rut of subpar growth and stagnant productivity for more than a decade. Any regression in standards represents a missed opportunity.”