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Customer Satisfaction Bulletin January 2019
Download the latest insights from our first customer satisfaction Benchmark Bulletin of 2019
This latest snapshot of sector-wide customer satisfaction and loyalty in the UK lays out the most essential data and insights in a nutshell. Our January 2019 Customer Benchmark Bulletin shows how your sector is performing overall and how it measures up against other UK industry sectors, as well as the customer interactions that delight (or disappoint) customers the most.
Early Sector Satisfaction Leaders for 2019
Overall, our benchmarking survey captured an overall UK customer satisfaction score of 7.59/10. However, when we dig a little deeper and studied individual satisfaction and loyalty scores by sector, we reveal some clear differences from one sector to the next.
Online retail holds its place at the top of the pile as we go into 2019, retaining an 8.64/10 score for overall satisfaction, while also scoring 8.70 for recommendation and 8.94 for likelihood to repurchase. Customers in this sector valued a seamless service that delivers on promises and resolves issues quickly and efficiently. Also scoring highly for overall customer satisfaction where the physical retail (8.16), supermarkets (8.25), and automotive (8.04) sectors.
On the lower end of the satisfaction scale, Restaurants fell to the bottom in January, with an overall satisfaction score of 4.72/10. Also receiving lower scores were Distribution (4.76) and Telecomms (5.63). Telecomms customers surveyed valued a listening ear, and feeling understood when communicating a complaint or query.
Effortless Service = Increased Customer Loyalty
Time and time again we see a customer's likelihood to recommend and repurchase from a company - regardless of sector - correlate with lower customer effort. Again, in January 2019, those sectors scoring highest for satisfaction, recommendation, and repurchase, receiving the lowest customer effort scores. We score customer effort slightly differently on the 1-10 scale, with the higher numbers translating into lower customer effort.
Satisfied customers of organisations across multiple sectors once again confirmed that they were more likely to recommend and remain loyal to a company when interactions were smoothly dealt with by helpful and knowledgable staff, with little effort required from the customer.
Customer Satisfaction Lessons from 2017/18
In October 2018, we published our 12-month Customer Satisfaction Benchmark Report, detailing a full year of insights and analysis across multiple sectors - including who scored highest for satisfaction and loyalty, and the service interactions that were winning (and losing) for consumers across the UK. If you're looking to overhaul your customer service operations for 2019, download the full report for free here.