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
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
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
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
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 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…
Two Echo Managed Services employees have been named as finalists in the 2020 CCMA UK National Contact Centre Awards...
Echo & South Staffs Water win customer satisfaction award from the Institute of Customer Service.