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UK Customer Satisfaction Index Announced
A major new UK-wide survey has been announced to rate UK customers’ satisfaction with the service they receive from organisations such as banks, retailers, hotels and utilities.
The ICS UK Customer Satisfaction Index will enable consumers to make an immediate comparison between each organisation included in the survey.
For the thousands of UK organisations taking part in National Customer Service Week 2005 on 3-9 October, and the rest of British industry, the new survey will enable them to benchmark their performance against the best in the country.
“Customer service is increasingly important in the UK, as the traditionally mild-mannered British consumer has learned to expect superb service and to vote with their feet if they’re not satisfied,” said Institute of Customer Service (ICS) Director Robert Crawford.
“An independent Customer Satisfaction Index will give customers valuable information, while showing companies where they could improve and how they stand against the best in the country. A similar survey in the US is seen as one of the major market features that keeps organisations on their toes, and customers in touch,” added Crawford.
October’s National Customer Service Week will see thousands of organisations highlight their commitment to customer service. As well as seminars and roadshows, much of the emphasis is on rewarding staff for their efforts and celebrating success.
