Recession is ‘boosting customer service levels’

Finally a silver lining to the cloud!

The UK Customer Satisfaction Index (UKCSI) asked more than 24,000 people to rate how well or how badly companies and organisations performed in 12 key public and private sectors. Overall satisfaction levels continue to increase to a UKCSI of 72 out of 100, compared to a score of 71 when the previous index was published in July 2008. The survey reveals 72 per cent of consumers expect organisations to improve further in the coming months.

With consumers seeking value-for-money products and services, companies are making greater efforts to impress their customers, keep them happy and prevent them slipping into the clutches of competitors.

The first signs of real service improvement appear in a major new survey from the Institute of Customer Service (ICS) - the most wide-reaching measure of customer satisfaction throughout the UK. Despite concerns over the economy, more customers say they are pleased with the way they are treated.

"With satisfied customers much more likely to return and remain loyal, good customer service is vital to survive the recession," says ICS executive director Robert Crawford.

"This rise in customer satisfaction shows that companies are getting serious about service - as they must be - and are taking steps to improve. Offering excellent customer service is the only differentiator left today. Consumers are increasingly looking for better value-for-money, so providing great service is the best way to ensure they choose a business ahead of its competitors."