Customer satisfaction is a favourite topic of mine so I was excited when earlier this month the Institute of Customer Service (ICS) published the UK Customer Satisfaction Index (UKCSI), a bi-annual survey which surveys a representative sample of 26,000 UK adults. The sample consumers are asked to rate a wide range of organisations across various sectors on factors they consider the most important in customer satisfaction and, also, on any complaints they’d made and how the organisation handled them. The ICS research found that the top ten priorities for consumers in terms of customer satisfaction are:
The headlines of the latest (July 2010) customer satisfaction survey were:
From the latest research, the ICS found that the heroes of UK customer satisfaction are:
I think it is important to note that with this Customer Satisfaction survey is consumer focused and does not deal with business to business transactions. However, the general, important lessons for all businesses for me are:
Do these results correspond to your experience? Who are your heroes?
Thanks to bizior for the image