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Do You Feature in our 12-Month Customer Satisfaction Benchmark Report?
We reveal what's important, who's winning, and who's trailing behind in this extensive survey into Customer Satisfaction across a wide range of UK business sectors.
Based on the results of monthly online surveys with a total of 3,875 UK consumers – from June 2017 to June 2018 - the full 12-month benchmarking report delivers new understanding of the main drivers and inhibitors of customer satisfaction in 13 UK industry sectors, including:
- Online Retail
The report showcases key new insights into sector performance and customer satisfaction across a wide range of companies in the UK, revealing which companies rank best and worst in their sector. Using combined experience and expertise, our research team has been able to translate these insights and data into a clearer picture of how customer satisfaction translates into customer loyalty in 2018, and what each sector needs to do to work towards a perfect satisfaction score.
Best and Worst: Customer Satisfaction in the UK by Sector
The findings from the survey revealed that overall customer satisfaction in the UK fell slightly in the 12 months recorded [Fig.1], with a score of 7.6 out of 10. While levels of satisfaction remained relatively stable during the research period, seasonal fluctuations and key differences in the comparative performance of different sectors became apparent over the 12 months [Fig.2], and enabled us to report on which sectors performed the strongest and suggest ways lower-scoring sectors can close the gap.
The strongest performing sector, without a doubt, was Online Retail with a score of 8.7, with traditional Retail close behind at 8.2, while Distribution, Telecoms and Mobile Telecoms received the lowest scores of 5.4, 6.1 and 6.7, respectively.
The retail sector, typically, has a very high level of motivation and drive to perform well, due to its highly competitive landscape, but as the Telecoms sector continues to see rapid growth, these companies will need to take a leaf out of the Retail customer service book in order to improve. Telecoms customers are also likely to be far more reliant on services, which makes any issues more stressful and more urgent to resolve smoothly.
Reduce Effort, Raise Satisfaction, Improve Loyalty
The lessons to be learned from the 12-month Benchmarking Report are simply understood - lower customer effort equals higher satisfaction, and high customer satisfaction translates to loyal customers who are more likely to recommend a product, service, or company to others. In practice, however, it takes targeted research and sector knowledge to figure out the best way forward.
Navigating your processes from a customer perspective will help identify the key pain points which raise customer effort in your sector - for example, customers needing to call about a problem more than once or having to repeat information. It will also highlight where low-effort paths, such as self-serve options, or digital processes, can be used or refined to deliver a smooth end-user experience, whatever your sector.
The Customer Satisfaction Benchmarking survey contains data and insights into the unique challenges faced by each sector and outlines how research can hold the key to overcoming these hurdles in order to raise customer satisfaction and improve loyalty.
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