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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
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More organisations have declined (63) than improved (37) by at least 2 points compared to January 2022
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5 sectors have dropped by at least 1 point
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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
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The improvement in satisfaction with complaint handling has stalled
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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
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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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Customer service and support leaders must prepare for five emerging customer service trends that will shape their function through 2025 and beyond
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The value-driven service and support organisation
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Personalisation with privacy
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Machine customers creating a lower-effort experience
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Unofficial, expanded paths to resolution
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Transformed voice of the customer