Customer service is playing an increasingly crucial role in determining business performance, the 2012 UK Customer Satisfaction Index (UKCSI) has found.
The research, undertaken by the Institute of Customer Service has revealed that retailers grow sales and market share by focusing on customer satisfaction.
The study has also found that retail is the strongest performing sector for customer service.
The relationship between service excellence and retail sales performance over
Christmas 2011 was analysed and demonstrated a direct correlation between the two.
“Our research provides compelling evidence that service is the critical differentiator in a tough retail environment,” said Jo Causon, chief executive of ICS.
“Customer churn is set to cost UK businesses £2.2 billion this year. In this context, those retailers that focus on delivering the service their customers expect will prosper.”
Customer Satisfaction: Sector League Table 2012
|
Rank
|
Sector
|
Score/100
|
Score/100 2011
|
|
1
|
Retail (non-food)
|
81.9
|
80.3
|
|
2
|
Retail (food)
|
81.3
|
80.9
|
|
3
|
Service companies
|
80.8
|
80.9
|
|
4
|
Tourism
|
80.6
|
80.7
|
|
5
|
Automotive
|
80.0
|
79.5
|
|
6
|
Leisure
|
79.8
|
79
|
|
7
|
Insurance
|
78.0
|
78.2
|
|
8
|
Banks
|
77.4
|
77
|
|
9
|
Local public services
|
74.8
|
75.5
|
|
10
|
Telco
|
74.1
|
74.8
|
|
11
|
Transport
|
73.4
|
74
|
|
12
|
National public services
|
72.4
|
72.3
|
|
13
|
Utilities
|
71.6
|
72.5
|
The 2012 Top Performing Organisations
|
Rank
|
Organisation
|
Score/100
|
|
1
|
Amazon
|
91.7
|
|
2
|
M&S (food)
|
87.3
|
|
3
|
Ambulance service
|
87
|
|
4
|
First Direct
|
86.3
|
|
5
|
John Lewis
|
85.9
|
|
6
|
First Service
|
85.5
|
|
7
|
Virgin Holidays
|
85.4
|
|
7
|
Saga Holidays
|
85.4
|
|
9
|
Boots
|
85.0
|
|
10
|
M&S (non-food)
|
84.9
|
|
11
|
Superdrug
|
84.8
|
|
12
|
Hertz
|
84.6
|
|
12
|
Waitrose
|
84.6
|
|
12
|
Aldi
|
84.6
|
| 
