{"id":23178,"date":"2019-09-19T17:45:38","date_gmt":"2019-09-19T21:45:38","guid":{"rendered":"https:\/\/beyondphilosophy.com\/?p=23178"},"modified":"2019-11-25T09:03:01","modified_gmt":"2019-11-25T14:03:01","slug":"customer-satisfaction-is-declining-in-the-uk-is-the-us-next","status":"publish","type":"post","link":"https:\/\/beyondphilosophy.com\/customer-satisfaction-is-declining-in-the-uk-is-the-us-next\/","title":{"rendered":"Customer Satisfaction is Declining in the UK. Is the US Next?"},"content":{"rendered":"

In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience<\/a> movement, <\/span>showed that Customer Experience was flatlining<\/span><\/a>. Unfortunately, the recent UK Customer Satisfaction survey echoes those findings, indicating that it has fallen over the past couple of years, from 78.2 to 77.1.\u00a0<\/span><\/p>\n

Joanna Causon, CEO of the <\/span>Institute of Customer Service<\/span><\/a>, joined me <\/span>on our podcast<\/span><\/a> about this downward trend in Customer Satisfaction. Today\u2019s business world is increasingly focused on automation and AI. Causon believes that in these times, human interaction and service takes on a renewed value for your Customer Experience.\u00a0<\/span><\/p>\n

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Causon also spoke to us about their recent research published in their <\/span>UK Customer Satisfaction Index Report<\/span><\/a>. The Institute of Customer Service in the UK is an independent membership body that helps increase business performance through customer service. One of the most extensive surveys in the UK, the Institute have been running the index twice a year for ten years. It is a barometer of customer satisfaction because it covers 13 different industry sectors and has over 45,000 responses.<\/span><\/p>\n

While it is not a massive decline, it is disappointing to see this trend given the significance of Customer Experience in business. The UK CSI measures what’s relevant to consumers and customers in five different areas:<\/span><\/p>\n

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  1. Professionalism:<\/b>\u00a0 How helpful and knowledgeable are the people or websites I visit?<\/span><\/li>\n
  2. User Experience:<\/b> Is an organization easy to do business with?<\/span><\/li>\n
  3. Product\/Service Experience:<\/b> Does it do what I expected it to do for me?\u00a0<\/span><\/li>\n
  4. Problem Resolution:<\/b> How well does the company recover from problems, and does the resolution satisfy customers?\u00a0<\/span><\/li>\n
  5. Timeliness:<\/b> Is the response rate reasonable?<\/span><\/li>\n<\/ol>\n

    In addition to these five areas, the Institute added another dimension relating to emotional connection ethics earlier this year. Do I think that this organization is doing the right thing?\u00a0<\/span><\/p>\n

    Causon says that overall satisfaction is falling. She believes this decline has to do with many aspects:<\/span><\/p>\n