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Customer Service Sector Rankings Announced

From the Knowledge Centre

Published December 11th 2015 in Customer Contact & Engagement by Caroline Boden

We recently quizzed 1,000 UK adults on their contact channel preferences with every day service providers, as well as unearthing some of their biggest customer service frustrations. We asked them which sectors they thought were getting it right and which were performing less well and the results are in ...

Holiday and leisure companies came out on top with a score of 6.84/10, when we asked 1,000 UK adults to rate how well various service providers are meeting customer expectations. Financial and healthcare companies also scored well and were positioned 2rd and 3rd respectively.

At the other end of the scale, consumers felt that local authorities and telecoms companies were among the worst sectors for customer service, with local authorities receiving an average score of 5.81/10 and telecoms firms scoring an average of 3.92/10.

Unfortunately, just under a fifth of our survey respondents believed that everyday UK service providers are generally poor at communicating with customers, and scored them as 4 or less for customer satisfaction.

You can read the full research report here.

Commenting on the findings, our customer services director Monica Mackintosh said:

"Despite an ever-increasing contact channel choice for customers, it's clear from our research that some sectors are clearly getting customer contact wrong. Consumers are citing various frustrations when speaking to everyday service providers, so we're hoping our report will provide some food for thought for organisations and their customer communication strategies moving forward."

Monica Mackintosh, customer services director, Echo Managed Services

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