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Increase in local public service customer satisfaction
Research conducted by the Institute of Customer Service has indicated that overall customer satisfaction in the local public services sector has increased throughout 2016.
The UK Customer Satisfaction Index (UKCSI) showed that the overall customer satisfaction rating stood at 74.4 out of 100 – 0.6 points higher than its January 2016 score.
The index found that ‘your local library’ scored the highest points for customer satisfaction in the local public services industry, while ‘in writing’ experiences scored the lowest. The report also outlined that the sector performed relatively low in relation to the national average for online and over the phone customer experience measures.
Jo Causon, CEO of The Institute of Customer Service, said: “Generally speaking, it’s been a great year for customer service in the local public services sector, with consumers telling us that businesses are improving overall experiences by getting things right first time and dealing with complaints faster and more efficiently,’
“However, these factors do not necessarily translate into customer loyalty and recommendation. Just being ‘good’ is no longer good enough, and organisations should think about how they can deliver outstanding service at all times.”
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