Echo Logo

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

Share this article

More in the Knowledge centre

More Blog


Are core systems the key to changing tides in water sector complaints management?

Echo's Product Director, Andy Mack, talks about complaints management in the UK water sector, and how investing in the right…

12 February 2021 by Andy Mack


Billing software: time to say goodbye to monolithic monsters?

Monica Mackintosh, Managing Director at Echo discusses the possibility of a new era when it comes to billing software...

12 November 2019 by Monica Mackintosh


How can the water sector climb up the customer satisfaction rankings?

Echo's MD, Monica Mackintosh, shares her thoughts on the July 2019 UK Customer Satisfaction Index and what the water sector,…

2 October 2019 by Monica Mackintosh


CSDs: don’t let technology hinder customer experience!

Echo's Software Services Director, Andy Mack, discusses the link between technology and customer experience.

11 June 2019 by Andy Mack


More Customer Contact & Engagement


Echo's Katie Hepworth named as 2021 UK National Contact Centre Awards finalist

Katie named as one of eight finalists in the hotly-contested Quality Manager of the Year category...


Water companies’ apps way off expectations of Gen Z digital natives

Echo's latest research highlights that whilst 36% of Generation Z consumers prefer to use an app to manage their essential…


Water companies must build a stronger, more memorable and relevant brand to appeal to their latest generation of customers

New research reveals that Generation Z has low brand awareness when it comes to who supplies the water in their…


Introducing Echo's 2020 CCMA UK National Contact Centre Award Finalists

Two Echo Managed Services employees have been named as finalists in the 2020 CCMA UK National Contact Centre Awards...


Choose how you want to get in touch with us

Pick up the phone and call us...

0845 12 12 122


...or simply email us for a quick response.

Send email