Our latest publication: What’s happened to customer satisfaction?

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Capita Customer Management 15th March 2019 2 minute read

Our latest publication: What’s happened to customer satisfaction?

The Institute of Customer Service recently released the latest results from the UK Customer Satisfaction survey, a bi-annual poll of over 10,000 consumers. In our latest publication, we take a look at the 10 key changes in customer satisfaction levels from the last year, with exclusive commentary from Capita Customer Management’s Executive Director Mike Barnard (alongside other experts from across the business).

The latest results for the twice-yearly UK Customer Satisfaction Index came out in January 2019.

The survey, by the Institute of Customer Service, polls more than 10,000 consumers on their experiences across nearly 260 organisations. It’s been the barometer of customer satisfaction in the UK since 2008, using 45,000 responses to tell businesses where they are getting their relationships with consumers right and wrong.

And the latest results show that grip might be slipping. Satisfaction is down, effort is up, and priorities are shifting.

This month we look at 10 key changes from January 2018 to January 2019, with commentary by Executive Officer for Capita Customer Management, Mike Barnard.

To read our UKCSI special, ‘What’s happened to customer satisfaction?’, click here.

Find out more about the Institute of Customer Service at their website.

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