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IntercomProblem & solution
Turning the tide: CS expert Jo Causon on reviving customer satisfaction rates - The Intercom Blog
Summary
UK customer satisfaction scores have fallen to 2015 levels, the worst drop since the national index began in 2008. Jo Causon, CEO of the Institute of Customer Service, attributes the decline to a perfect storm of recruitment and retention difficulties alongside technology that has not yet delivered on its promises. She notes that organizations spend roughly 20% of their time rectifying problems they created, a massive inefficiency. To reverse the trend, Causon advises embedding a service culture across every department, understanding the full customer journey, and proactively eliminating pain points rather than just handling complaints. Data shows that a 1% rise in employee engagement yields nearly a 0.5% increase in customer satisfaction, reinforcing that customer service must be an organization-wide priority.
Approach / What changed
Implement a service culture across every department, focus on the full customer journey, proactively eliminate pain points at the root, and invest in employee engagement to drive satisfaction.
Takeaways
UK customer satisfaction fell to 2015 levels, the biggest drop since the index started, driven by recruitment/resource issues and underperforming technology.
Organizations spend roughly 20% of their time fixing problems they created, a critical inefficiency that can be reduced by addressing root causes.
A 1% increase in employee engagement correlates with nearly a 0.5% increase in customer satisfaction.
FAQ
What caused the recent drop in UK customer satisfaction?
Two main factors: resource and recruitment difficulties, and technology not delivering as expected. The UK Customer Satisfaction Index showed satisfaction at 2015 levels, the biggest fall since 2008.
How can companies reduce the time spent fixing problems?
By shifting from treating complaints to proactively understanding the customer journey and eliminating pain points at the root. Fostering a service culture across all departments reduces the inefficiency of spending 20% of time fixing problems.
How does employee engagement affect customer satisfaction?
Research shows for every 1% increase in employee engagement, there is almost a 0.5% increase in customer satisfaction. This makes employee culture a key driver of customer service quality.
Source and freshness
- Source
- intercom.com
- Published
- Added to Yomu
Summaries are generated from the original by a language model. Check the original before relying on it.
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