William Eichler 09 February 2017

Customer satisfaction in local public services increases

Customer satisfaction in local public services increases image

Overall customer satisfaction in the local public services sector has increased over the past year, research reveals.

The UK Customer Satisfaction Index (UKCSI), published today by The Institute of Customer Service, has given the UK’s local public services an overall customer satisfaction rating of 74.4 out of 100 – 0.6 points higher than its January 2016 score.

‘Your local library’ topped the tables as the highest scorer in the industry, with ‘your local police service’ as the most improved.

Satisfaction for ‘in writing’ experiences are the lowest of any sector - 54.6 compared to the UK average of 67.9.

However, customer experience measures around managing complaints showed the largest year on year increases. In particular, the Index highlighted staff doing what they say they will do.

The proportion of problems and complaints is more than last year: 18.9% of customers had a problem, up from 17.9% and substantially more than the national average of 13.1%.

The sector also performed relatively low in relation to the UK average for online and over the phone customer experience measures.

This was particularly for ease of finding what you want online, ease of getting through over the phone and on time delivery, both online and over the phone.

The UKCSI also reported 48% of people said it had taken them more than two attempts to get a problem fixed with businesses in the local public services sector.

‘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,’ said Jo Causon, CEO of The Institute of Customer Service.

‘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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