Manila Philippines Call Centre Information
CUSTOMERS URGED TO SPEAK OUT ON UK SERVICE
UK consumers are being urged to rate their satisfaction with the service they receive from banks, retailers, hotels, utilities and a range of other organisations.
Members of the public can record their opinions in an online questionnaire that will examine the performance of organisations across a range of sectors and against a list of factors that customers deem important.
The responses will build the UK’s first Customer Satisfaction Index.
The Index will enable consumers to see what sectors give the best service and who the top organisations are in each sector, while organisations can benchmark their performance against the best in the country. The Index can be viewed online in July.
The Index is being launched by the Institute of Customer Service (ICS). Robert Crawford, director, said: “An independent Customer Satisfaction Index will give customers valuable information, show companies where they could improve and give governments and economists a lead growth indicator.
“A similar survey in the US is seen as one of the major market features that keeps organisations on their toes, and customers in touch. In the UK, MORI has found that customer approval of firms lifts share prices.”
According to ICS research the factors that matter most to customers can be grouped into five attributes: professionalism, problem solving, timeliness, quality/efficiency and ease of doing business. These factors are the basis of the questionnaire.
UK consumers can register to take part in the survey by logging on to www.ukcsi.com
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