Are Your Customers Truly Satisfied?

According to the UKCI (UK Customer Satisfaction Index*), customer satisfaction has fallen to its lowest since January 2015.

General trends include the following:

• Digital Transformation: Many businesses in the UK have been investing in digital technologies to enhance customer experience. This includes the use of AI for better customer service interactions and more personalized experiences.
• Response to COVID-19: The pandemic has altered consumer expectations, particularly around safety, hygiene, and availability of online services. Companies that adapted quickly to these concerns generally saw higher customer satisfaction scores.
• Sustainability and Ethics: Increasingly, UK consumers are considering the ethical practices and sustainability efforts of companies when evaluating their satisfaction.
• Customer Service Quality: Across various sectors, the quality of customer service continues to be a critical factor influencing customer satisfaction. This includes factors like speed of service, friendliness of staff, and ease of getting issues resolved.

VARTAN help many businesses achieve ISO 9001. An important aspect of this certification is to increase customer satisfaction. This is done by constantly reviewing how your products or services meet your customers ' requirements or expectations. There are many ways to achieve this, including the following methodologies for measuring customer satisfaction:

• Net Promoter Score (NPS): A common metric where customers are asked how likely they are to recommend a company/product/service to others.
• Customer Satisfaction Score (CSAT): Typically measures customer satisfaction with a recent interaction or purchase.
• Customer Effort Score (CES): Measures how much effort a customer has to exert to get their issues resolved.

But it's one thing to ask your customers for feedback. The art of true customer service is to listen to that feedback and review how you might make changes to improve the experience for your customer.

If you or your colleagues would like Customer Service Training, please get in touch at [email protected]

*UK Customer Satisfaction Index (UKCSI): This is a national measure of customer satisfaction, published by The Institute of Customer Service twice a year. It measures over 30 metrics of customer experience across 13 sectors of the economy.