Companies failing to listen to the voice of their customers reason for declining customer satisfaction.

Fri 31st January 2014

Complaints expert points to companies failing to listen to the voice of their customers as reason for declining customer satisfaction. 

The UK Customer Satisfaction Index (UKCSI), the national measure of customer satisfaction, fell by 0.8 points to 77.1 (out of 100), its second consecutive six-monthly decline following the unbroken series of increases between 2008 and January 2013.

The industry to buck the downwards trend was the banks and building societies sector which saw a small increase (of 0.2 points) between July 2013 and January 2014. Retail (non-food) registered the second consecutive drop in its UKCSI score but remains the highest-scoring sector.

"The latest declining UKCSI figures demonstrate that businesses are still not listening to the large volumes of customer feedback that is readily available to them," said Paul Clark, CEO, Charter UK. "Consumers these days are more aware than ever of what constitutes good customer service, and they're not afraid to voice their opinions online, on social media, or over the phone when companies fail to meet their expectations."

"With such rich sources of information at their disposal, it is inexcusable that businesses are still failing to find and fix the areas in which they are failing their customers. The UKCSI is a great indicator of how businesses are treating their customers and these latest figures should be a wake-up call for many companies to up their game and put customers at the heart of their business." 

Jo Causon, CEO, Institute of Customer Service, added: "In an environment where customers are more aware than ever about the standard of service they should receive, organisations cannot afford to lessen their focus on customer service. This is important because it impacts not only the success individual organisations, but also the growth and competitiveness of the UK economy as a whole."