26th July 2017 2 minute read
Recent reports by Ofcom and the Institute of Customer Service have highlighted several Capita clients as leading CSAT providers. The latter report was discussed in an exclusive webinar hosted by ICS Head of Research and Insight, Brian Weston.
The regulation body Ofcom recently published its quarterly report into complaints made against telecoms and pay TV companies by consumers. We are pleased to announce that Capita clients Three, Tesco Mobile and O2 came out as the least complained-about providers. Tesco Mobile received less than 0.5 complaints per 100,000 providers, Three received three and O2 received four – all below the industry average of six.
There was more good news for our clients with the publication of the 2017 UK Customer Service Index by the Institute of Customer Service, a national measure of CSAT based on an online survey of consumers. The UKCSI score was revealed to be 78.2, the highest ever, and John Lewis was named the third highest company across all sectors studied for customer satisfaction. The Institute’s CEO Jo Causon says, “this is a pivotal moment; it is a time for organisations to be brave and drive the customer experience agenda harder, and in a more sustained manner, in order to ensure long-term survival”.
To complement the publication of the UKCSI, the Institute’s Head of Research and Insight Brian Weston kindly agreed to present the results in an exclusive webinar for Capita staff and clients on Thursday 20th July. This can be viewed on-demand here.