UKCSI results for January 2010 — headlines
- it appears that customer service improved during the recession
- all sectors show an upward trend except public services - national
- certain sectors (e.g. tourism) show more consistent scores across organisations
- overall banks perform well (the UKCSI measures individual experience), but the reputation score for some has decreased significantly between July 08 and Jan 10
- the top three performers were John Lewis, Waitrose and Marks & Spencer (food)
- in food retail, tourism and insurance complaint handling is the most important factor
- in non-food retail day to day service is what counts
- hospitals score far lower on reputation than GP surgeries
- the three most improved organisations since January 2009 are Toby Carvery, Vodafone and Harvester. McDonalds and British Gas are also in the top 10 for improved scores
- the British public say that their major annoyance with call centres is dealing with staff outside the UK (see our blog post on the UKCSI and the public's attitude to call centres)
See the top 10 performers in each sector
Detailed sectoral presentations
If you're looking for detailed organisational ratings and sector–level complaints data, you can buy sectoral presentations from the Institute of Customer Service shop: