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

Back to All Posts

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.

Why fixing a customer’s complaint really is the least you can do

by Tracey Roberts 26/07/2019

5 minute read

Read the article

Why being alert to emotional context can boost customer satisfaction and benefit the bottom line

by Kerry Edwards 25/07/2019

5 minute read

Read the article

Keeping your promises? Here’s what your customers think

by Jo Causon 22/07/2019

5 minute read

Read the article

Contact us

News & blog

Read the news & blog

Capita PLC Head Office: The Copyright Building, 30 Berners Street, London, W1T 3LR

Registered in England No. 01336850. Part of Capita plc.
© Copyright Capita PLC 2019