GoResponse Telephone Answering Service Staff

UK attaining high levels of customer care

Screen Shot 2015-05-11 at 08.40.50New research indicates that the UK holds the highest customer satisfaction rates in Europe, showing that British call centres and brands continue to excel when it comes to keeping consumers happy. The news was revealed by the Institute of Customer Service (ICS), whose European Customer Satisfaction Index (EUCSI) score for the UK was 76.1; this is three points higher than Germany’s score.

For telephone answering services, a lot of emphasis is placed on keeping customers happy. In the modern world, negative reviews and bad press can spread quickly across social media channels. In addition, with consumer loyalty becoming harder to maintain, it is vital to keep good relationships with customers.

Although the EUCSI has been running since 2008, this is the first time a European customer satisfaction comparison has been made. Whilst the UK led the other countries surveyed, the poll did reveal that Britain needs to do more to gain people’s trust. Overall, 89 per cent of those questioned placed their trust in British firms at nine or ten. However, this is a little lower than the average EU score of 95 per cent.

ICS CEO Jo Causon said: “It’s encouraging to see that UK organisations are achieving higher levels of customer satisfaction compared to the rest of Europe as this demonstrates our competitiveness. However, as the data shows, this doesn’t necessarily translate into customer trust putting the onus on UK companies to look at tangible ways of building greater confidence among their customers to ensure long-term – and sustainable – loyalty.”

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