UK Customer Satisfaction Index July 2018: State of the Customer Service Nation

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Capita Customer Management 5th July 2018 2 minute read

UK Customer Satisfaction Index July 2018: State of the Customer Service Nation

The Institute of Customer Service has published its latest UK Customer Satisfaction Index, a national measure of customer satisfaction based on a survey of a wide range of consumers. The July 2018 results saw the retail sector continue to receive the highest overall score for customer satisfaction.

The UK Customer Satisfaction Index was launched in 2008 in order to provide insight into the national state of CSAT across 13 different sectors. The July 2018 Index is based on 45,000 survey responses provided by 10,000 individual customers.

Though the overall CSAT score in the UK has fallen slightly since July 2017, the Index reports that the number of customers experiencing poor service has also dropped, and that the national Net Promoter Score has risen by 1.3 points. Retail remains the strongest overall sector – we reported on the sector’s success in the January 2018 Index earlier this year.

The Index also provides scores for individual organisations, and as in previous years a number of Capita Customer Management clients have ranked highly. Notably, Tesco Mobile is the highest-ranked organisation in the telecommunications and media sector, and is seventh highest overall having improved on its July 2017 score by 1.3 points.

Institute of Customer Service CEO Jo Causon says of the latest results, “I believe that at this time especially, strategy which prioritises customer experience is a highly effective way of navigating a complex, fluid environment. The very highest scoring organisations in this latest UK Customer Satisfaction Index perform better across the full range of customer experience metrics, underlining that a sustained focus on customer satisfaction must always be more than just a series of initiatives; it needs to be integral to an organisation’s strategy, decision-making and operations.”

To read the latest results from the UK Customer Service Index, click here.

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