Which UK Companies Provide a Stellar Customer Service?
Negative customer experiences often make headlines, but what about the companies that do provide an excellent service?
While customer service disasters making headlines can provide great examples as to what not to do to keep your customers happy and loyal, it can also be incredibly beneficial to have a look at the top performers; those who are applauded for the great service they provide to their customers.
The Institute of Customer Service's latest UK Customer Satisfaction Index (UKCSI), shows that First Direct takes the top spot this time around, with an index score of 87 out of 100, well above the nationwide average of 76.2.
Following in the footsteps of the top performer are Amazon, with a score of 86.3, and John Lewis, with a score of 86.2. Rounding out the top 5 are LoveFilm (84.8) and Specsavers (84.7).
The index also looks at satisfaction levels by age, showing that Millennials (those aged 25-34) are the least content with the service they receive.
SEE ALSO: 4 Ways to Create a Great Customer Experience For Millennials
The UKCSI was compiled from 39,000 responses from more than 10,000 people to calculate the overall customer satisfaction score of UK organisations across 13 different sectors. The latest figure is a slight increase of 0.2 since January, but a lower score than at any time between January 2011 and July 2014.
Jo Causon, CEO of The Institute of Customer Service, said: "Customer satisfaction may have stabilised for the first time in two years, but there is still more to do. The index uncovers a number of consistently high performing organisations, but with increasing customer expectations and competition there is no room for complacency."
In addition to the rising customer expectations, organisations' ability to deal efficiently with problems and complaints is under the spotlight.
Of those customers with a complaint, the latest data shows that 41.3 per cent had to escalate the issue - the highest proportion since January 2012 - and an increasing number of customers are requesting compensation in light of a problem.
Causon warned: "UK plc must do more to address rising customer expectations. Organisations that ignore consumers will find it difficult to compete with those that already have a long-term culture of customer service. The longer we wait the more difficult it will be to implement."