Top customer priorities revealed in new survey

Published on 11 February 2011 by in Customer Service, Latest News

customer service Top customer priorities revealed in new survey

The top ten customer priorities in the United Kingdom have been revealed in a new piece of research from the Institute of Customer Service. The poll, which asked 26,000 UK adults their priorities when dealing with companies, found that the quality of the product or service was the most valuable to current or potential customers. Being treated as a valued consumer and the speed of service were ranked second and third.

The study also shed some light onto the value customers place on prompt action from companies in response to grievances or comments. The speed an organisation handled a problem or complaint was ranked fifth in the top ten customer priorities, while the way an enquiry was handled was ranked sixth. The competence and helpfulness of staff was highlighted as the seventh and tenth most important qualities in customer service.

The survey, which is conducted every six months, also asked customers to rate organisations based on their satisfaction of service. UK department store John Lewis and supermarket chain Waitrose were voted top of the survey, with BUPA, Marks & Spencer and Lloyds Pharmacy taking up the remaining places in the top five ranking.

The report also provided good news for the Marriott hotel chain, SAGA Holidays, Enterprise Rent-A-Car and Boots. P & O Cruises completed the list of the top ten organisations.

Writing on the official Institute of Customer Service blog, Leon Paternoster wrote:

“Readers may not be too surprised by the highest scoring organisations; after all, John Lewis and Marks & Spencer are renowned for their customer service and customers pay a premium for this. “Customer satisfaction levels in the UK are high and improving over time.

The big service brands continue to provide ‘world class’ service, but some less well-known names are also doing an excellent job by balancing price and quality of service.”

Here at numero, we understand the need to prompt and efficient customer communication, providing businesses with the ability to manage their customer enquiries and offering organisations the opportunity to prioritise their consumer communication. Discover more about customer care and contact numero today.

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