For the first time since the publication of the UK Customer Satisfaction Index, the number of organisations whose customer satisfaction has dropped by 2 or more points exceeds those that have improved their score by 2 or more points.
The UK Customer Satisfaction Index is published biannually by the Institute of Customer Service (ICS), an organisation which monitors levels of customer service in various sectors in the UK.
In response, the ICS has recommended that UK businesses focus on the following 8 areas...
2. Employee engagement
4. Customer experience design and processes
6. Getting the basics right
7. Effective measurement
8. Innovation and business improvement
MSB’s qualitative and quantitative customer research provides clear information about what customers expect from your business and how they rate the service it currently provides.
You can find out more about our solutions by viewing the Insight and Consultancy page on our website.