Customer satisfaction has fallen once again according to the latest UK Customer Service Index published earlier this month.

The biannual UKCSI published by The Institute of Customer Service provides insight into the quality of UK customer service across 13 industry sectors. Out of a score of 100, the UKCSI is currently 77.1, which has decreased by 0.8 points from last year.

Though this figure may seem small, this is yet a further decrease in satisfaction levels, with results showing that customer satisfaction has fallen continuously since July 2017. Across the 13 industry sectors that the UKCSI assesses, the Transport and Utilities sectors saw the greatest decline in customer satisfaction.

So what are the reasons for the decline in customer satisfaction? Has customer service generally decreased in quality? Have we become more demanding as consumers perhaps? With so many new social channels available at our disposal at every hour of the day, do we simply expect more from our brands?

At Douglas Stafford, we understand the importance of delivering a superior customer experience and our services cover all aspects of customer experience management (CXM).

We offer CX strategies to gain insight into the customer journey; brand standards and transactional pricing audits to measure consistency and brand equilibrium across your business; and training programmes to develop the skills of your team and strengthen customer service abilities.

Get in touch with our specialist CX consultants to see how we can help your business today. Email us at, or call us on 02392 830 011.