Turning the Trend: CS Expert Jo Causon on Reviving Customer Satisfaction Ratings

Customer satisfaction sheet music In THE UNITED KINGDOM to have taken THE the biggest hit Since 2015. But not all East lost – Today guest actions her thoughts on how has get he back upwards.

Organizations are socket longer that expected has solve complaints, problems stay unresolved, And more clients complain that problems are encounter with excuses Or indifference. That East THE sobering picture of THE State of customer service In THE UNITED KINGDOM as of July 2023.

THE last UNITED KINGDOM Customer Satisfaction Hint, THE from the United Kingdom national reference of customer satisfaction developed by THE Institute of Customer Service In 2008, East A reflection of how clients evaluated 281 organizations through 13 sectors And 26 metric, And all sectors – Since retail And tourism has insurance And banks – to have had lower customer satisfaction rates that THE year Before. It is THE the biggest autumn Since they begin THE hint. And he means, on average, It is socket about 20% of OUR time has rectify problems We to have created.

For Jo Cause, CEO of THE Institute of Customer Service And Today guest, This alarming drop In satisfaction levels East A wake up call has recenter on THE essential. When he come has customer service, You Really TO DO collect What You sow. Businesses often to treat THE customer experience as A after reflexion, to focus most efforts And resources on product development Or sales constructions instead. THE result East clear – A journey screen with pain points, high volumes of complaints, frustrated employees, And unsustainable turnover rates, all of which significantly contribute has A poor customer experience. It is THE organizations that to prioritize their service experience that to drive loyalty And earn clients' business. But What sets them apart?

In Today episode, We caught up with Jo Cause has talk about how execution A service culture through each department of THE business can pave THE path For A customer focused transformation that pupil THE customer experience has new heights.

Here are a few of THE key points to remember:

Obstacles In recruitment And Resource management, together with A technology that is not it deliver All We hoped just Again help explain THE drop In customer satisfaction. A united, significant environment Or people to have aim And A voice help beyond employee engagement – For each 1% increase, You get almost A 0.5% increase In customer satisfaction. It is all about balance. AI technology can eliminate THE more transactional aspects of support, accountability THE agent has develop different SKILLS And work on more engaging Tasks. High performers excel by obsessively conduct A service culture all along THE organization, understanding THE customer journey, And continuously measure And improvement he. Organizations often to focus on addressing complaints instead that proactively to prevent problems. Eliminate inefficiencies by addressing clients' pain points Since THE root.

If You appreciate OUR discussion, check out more episodes of OUR podcast. You can follow on Apple Podcasts, Spotify, Youtube Or to input THE RSS food In your player of choice. What follows East A slightly edited transcription of THE episode.

A Perfect storm

Liam Geraghty: Good morning And to welcome has Inside Intercom. I am Liam Geraghty. On Today to show, were joined by Jo Cause, CEO of THE Institute of Customer Service, which East THE independent professional membership body For customer service In THE UNITED KINGDOM, functioning through all sectors And conduct business performance through service Excellency. Jo, thank You SO a lot For join Me today.

Jo Cause : Thank You, Liam. It is A absolute pleasure, especially on A wet And windy day. It is Really Good has to have A GOOD conversation.

Liam: Exactly. You recently mentioned THE concerning decline In customer satisfaction In THE UNITED KINGDOM. I was wondering if You could share a few knowledge In THE factors contributing has This decline And What he means For companies out there.

"Were NOW seeing customer satisfaction has THE even level he was has In 2015, And It is THE the biggest autumn Since We begin THE index"

Joe: All right, GOOD indicate. Your listeners can Or can not know, but We TO DO something called THE UNITED KINGDOM Customer Satisfaction Hint, And We have b...