How did Your Sector Perform in TTi Global's 12-Month Customer Satisfaction Benchmark Report 2017/18?

OXFORDSHIRE, UK, Oct. 26, 2018 /PRNewswire-PRWeb/ -- Based on the results of monthly online surveys of UK consumers – from June 2017 to June 2018 - the benchmarking report (https://bit.ly/2OHH3Eq) delivers new understanding of the main drivers and inhibitors of customer satisfaction in 12 UK industry sectors, including:

•     Retail
•     Online Retail
•     Banking
•     Airlines
•     Automotive
•     Insurance
•     Distribution
•     Telecoms
•     Utilities
•     Hospitality

The report showcases key new insights into sector performance and customer satisfaction across a wide range of companies in the UK, revealing which companies rank best and worst in their sector. Using combined experience and expertise, the research team at TTi Global has been able to translate these insights and data into a clearer picture of how customer satisfaction translates into customer loyalty in 2018, and what each sector needs to do to work towards a perfect satisfaction score.

Best and Worst: Customer Satisfaction in the UK by Sector

The findings from the survey revealed that overall customer satisfaction in the UK fell slightly in the 12 months recorded [Fig.1], with a score of 7.6 out of 10. While levels of satisfaction remained relatively-stable during the research period, seasonal fluctuations and key differences in the comparative performance of different sectors became apparent over the 12 months [Fig.2], and enabled TTi Global to report on which sectors performed the strongest and suggest ways lower-scoring sectors can close the gap.

Glyn Luckett. Commercial Director at TTi Global, commented:

"The strongest performing sector, without a doubt, was Online Retail with a score of 8.7, with traditional Retail close behind at 8.2, while Distribution and Mobile Telecoms received the lowest scores of 5.4 and 6.7, respectively. The retail sector, typically, has a very high level of motivation and drive to perform well, due to its highly competitive landscape, but as the Telecoms sector continues to see rapid growth, these companies will need to take a leaf out of the Retail book in order to improve. Telecoms and Utilities customers, for example, are also likely to be far more reliant on services, which makes any issues more stressful and more urgent to resolve smoothly."

Reduce Effort, Raise Satisfaction, Improve Loyalty

The lessons to be learned from TTi Global's Benchmarking Report are simply understood - Lower customer effort equals higher satisfaction, and high customer satisfaction translates to loyal customers who are more likely to recommend a product, service, or company to others. In practice, however, it takes targeted research and sector knowledge to figure out the best way forward.

Glyn Luckett added:

"Navigating your processes from a customer perspective will help identify pain points which raise customer effort. For example, customers needing to call about a problem more than once or having to repeat information. It will also highlight where low-effort paths, such as self-serve options, or digital processes, can be used or refined to deliver a smooth end-user experience, whatever your sector."

The TTi Global Customer Satisfaction Benchmarking survey contains data and insights into the unique challenges faced by each sector and outlines how research can hold the key to overcoming these hurdles in order to raise customer satisfaction and improve loyalty.

TTi Global Research provides expert market research and benchmarking insights and solutions to companies across multiple sectors. To find out more about the services provided by TTi Global, visit https://www.tti-global-research.co.uk and to see how your sector performed in the 2018 report visit https://www.tti-global-research.co.uk/sites/default/files/uploads/media_pack/TTi_Global-Research-Customer_Satisfation_Report_2018.pdf

SOURCE TTi Global Research

Related Links

https://www.tti-global-research.co.uk