UK customer satisfaction is stable, but there are signs of trouble ahead

Last week The Institute of Customer Service released their bi-annual UK Customer Satisfaction Index report, in which they highlighted signs of uncertainty ahead.

Our level of customer satisfaction is relatively stable, despite growing concerns over higher inflation, declining consumer spending, rising interest rates and lower real incomes – not to mention Brexit.  The UK Satisfaction Index* currently stands at 78.1 (a score out of 100).  Whilst up 0.3 points year-on-year, this is the first time since January 2015 where a decline (whilst small) has been observed.










Source: The Institute of Customer Service

This stalling in customer satisfaction is driven by a higher number of companies experiencing a two-point decline in their customer satisfaction scores vs. those experiencing a two-point uplift, which goes some way to illustrate consumers ongoing expectations on excellent customer service. Even in times of economic uncertainty – this is especially the case amongst younger consumers who experience a significantly lower level of customer satisfaction vs. older consumers.

So what can companies do to meet customer satisfaction levels?  Well according to the report, higher levels of customer satisfaction are linked to higher levels of loyalty, recommendation, trust and reputation.

Given this, it should come as no surprise that Amazon once again tops this year’s list and as a thank-you, they are rewarding their customers for their loyalty and good custom.

Good service does not stop after the point of sale and is not reserved for its current customers.  Companies like Amazon consistently top the list because they maintain a high level of loyalty and brand promoters – and understand the value of sharing the spoils of success with all.

 *The UK Customer Satisfaction Index is based on an online survey of over 10,000 consumers, who are representative of the UK adult population by region, age and gender.


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