Customer Service Sector Rankings Announced
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
More in the Knowledge centre
More Blog
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
Winning at emotion, ethos and ethics: how can the water sector strive for more?
Monica Mackintosh, MD at UK utility sector outsourcer Echo Managed Services, discusses the UK Customer Satisfaction Index and how the…
31 May 2019 by Monica Mackintosh
More Customer Contact & Engagement
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...
West Midlands community hub scoops Customer Satisfaction Innovation award
Echo & South Staffs Water win customer satisfaction award from the Institute of Customer Service.
West Midlands community hub crowned Community Initiative of the Year
South Staffs Water and its partner, Echo Managed Services, have claimed the coveted ‘Community Initiative of the Year’ award at…
Echo shortlisted for three prestigious awards
We're delighted to have been shortlisted alongside our client South Staffs Water for three water sector and customer service focused…