Customer Satisfaction Quality in the UK in a State of Decline: Institute of Customer Service

Recent research by the Institute of Customer Service reveals that customer service in the UK across several brands has been declining for the longest consecutive period seen since 2008. An index measuring customer satisfaction level among UK consumers has declined to 76.9, the lowest level seen since July 2015.

This is the fifth consecutive reading of decline noted in this figure, the longest period when figures have fallen ever since this data started being tracked in 2008. John Lewis ranked the highest with a customer satisfaction score of 85.6 out of 100, followed closely by First Direct with 85.4 and Next with 85.1 respectively.

According to the report, customers are more keen on better customer service even if they have to pay for it. Around 26% of customers indicated their willingness to pay for excellent customer service.

The research conducted by the institute surveys around 10,000 customers in the UK every six months. Survey participants are asked to share their thoughts on brands based on their interactions, experiences, ethics and effectiveness of handling complaints.