Businesses urged to reverse falling customer satisfaction trend during National Customer Service Week

Published on 06 October 2014 by in Latest News

With reports suggesting customer satisfaction standards have been slipping in recent years, National Customer Service Week offers businesses that go the extra mile the chance to stand out from the crowd.

iStock 000023910436 Small 300x199 Businesses urged to reverse falling customer satisfaction trend during National Customer Service WeekAccording to contact centre research firm Bright UK, in the space of just 18 months, customer satisfaction levels across Britain’s call centres have fallen 12 per cent. This significant drop leaves only one in two customers ‘satisfied’ or ‘very satisfied’ with the service they receive via companies’ telephone helplines. This research reinforces findings from the Institute of Customer Service, who found satisfaction levels in July were at their lowest point since January 2011.

While this is clearly unfortunate for UK consumers, it could also have a negative effect on the businesses themselves, causing tension for customer service employees which may lead to reduced motivation and productivity. Responding to this risk, industry leaders launched ‘the Gold Standard’ on the 30th September, a new benchmark in customer service quality backed by the Call Centre Management Association and customer experience champions John Lewis.

“It is through the Gold Standard that organisations can understand how they can improve their operational performance, employee engagement and ultimately their customer service,” comments the programme’s director, Simon Thorpe.

This renewed focus on addressing slipping customer service standards has also been poignantly timed, as today represents the start of National customer experience management trends 2014 Businesses urged to reverse falling customer satisfaction trend during National Customer Service WeekCustomer Service Week, led by the Institute of Customer Service. This five day initiative challenges companies to demonstrate how they are putting consumers first within their business, with a different theme for each day, from understanding customers, to the business impact of effective service.

Following the success of last year’s scheme, throughout the week numero will be sharing examples via Twitter of companies who have embraced this opportunity to show their customers how much they care.

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3 Customer service trends providing great customer experiences

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