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We are customer service experts with the knowledge, expertise and passion to audit, coach, guide and deliver outstanding experiences to you and all your stakeholders  in a unique way that is in line with your company values

The state of customer satisfaction in the UK 

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The UK Customer Satisfaction Index (UKCSI) is a national benchmark of customer satisfaction covering 13 sectors and based on 45,000 customer responses.

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  • The January 2023 UK Customer Satisfaction Index (UKCSI) is 77.7 (out of 100), a decline of 0.7 points compared to July 2022 and January 2022

  • More organisations have declined (63) than improved (37) by at least 2 points compared to January 2022

  • 5 sectors have dropped by at least 1 point

  • 5% of customers experienced a problem with an organisation, around the same level as a year ago but 2.9 percentage points more than in January 2020, the last UKCSI published before the Covid pandemic

  • The improvement in satisfaction with complaint handling has stalled

  • Financial well-being is complex and polarised: 15% of people describe their financial well-being as poor or very poor but 46% say it is very good or good

  • The UKCSI highlights the capabilities organisations need to develop for sustainable, long-term performance as well as addressing immediate challenges of operational performance and resourcing

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Empower
Growth

Customer service and support leaders must prepare for five emerging customer service trends that will shape their function through 2023 and beyond

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  1. The value-driven service and support organisation

  2. Personalisation with privacy

  3. Machine customers creating a lower-effort experience

  4. Unofficial, expanded paths to resolution

  5. Transformed voice of the customer

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