The Institute of Customer Service has just released their January 2024 Customer Satisfaction Index report, shedding light on current consumer thoughts, perceptions, and behaviours. This year’s findings indicate a concerning trend: average customer satisfaction has declined again, reaching its lowest point in nearly a decade.
Some of the most powerful headlines are included below, but the full report, which contains thought-provoking information on where you should focus your attention, can be found here. At Pro-Sourcing Solutions, we specialise in assisting organisations to design industry-leading customer journeys, target operating models, and ultra-efficient operating practices. Our focus is on creating world-class customer interactions that distinguish our clients in their respective industries.
“Average customer satisfaction has declined again and the index is at its lowest level since 2015”
42% of the 15,000 consumers surveyed thought that complaints and problems were handled poorly
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