What really matters to your customers?
10 Jun, 2019
The latest Customer Service Index has revealed details of what really matters to our customers.
Do you know what really matters to your customers? Are you truly meeting their needs? Customers are at the heart of every organisation but if you’re not meeting their needs, you could lose both new and existing business to one of your competitors.
The Institute of Customer Service, an independent organisation who tests customer satisfaction within the UK has revealed details of what really matters to our customers in their latest Customer Satisfaction Index (UKCSI).
The UKCSI is an online survey conducted bi-annually to measure customer satisfaction based on five dimensions: experiences with organisations; and perceptions about an organisation’s customer ethos, ethics and emotional connection.
Customers were asked to rate the importance of customer service attributes on a scale of 1-10. Their top priorities include:
| Priority | Rating |
| 1. Product/service reliability | 8.60 |
| 2. Condition of delivered goods | 8.56 |
| 3. Product/service quality | 8.55 |
| 4. Competence of staff | 8.54 |
| 5. Staff doing what they say they will do (re complaint) | 8.54 |
| 6. The attitude of staff (re complaint) | 8.53 |
| 7. Staff listen | 8.49 |
| 8. Helpfulness of staff | 8.46 |
| 9. Ability to interact in the way they prefer | 8.43 |
| 10. Ease of dealing with the organisation | 8.43 |
| 11. Promises being kept | 8.43 |
| 12. On time delivery | 8.42 |
| 13. Staff understanding the issue | 8.42 |
| 14. Trust | 8.42 |
| 15. Speed of service/response | 8.41 |
| 16. Price/cost | 8.38 |
| 17. Consistently meeting expectations | 8.38 |
| 18. Cares about their customers | 8.37 |
| 19. Open and transparent | 8.37 |
| 20. The handling of the complaint | 8.36 |
So how can you ensure your organisation is focusing on these priorities?
With ISO 9001, you can!
A key focus of the ISO 9001 management standard is customer satisfaction. It ensures you meet the needs of your customers, whilst delivering a consistent level of quality and satisfaction. Customer’s therefore have a greater level of trust in businesses with ISO 9001.
ISO 9001 can help you meet the priorities listed above in a number of ways
- Operational Controls
ISO 9001 helps you put these operational controls in place.
The more effective the operational controls you have in place, the easier it is to provide a consistent level of service to your client.
- Control of Suppliers / Third Party Suppliers
ISO 9001 will help you better control your relations with third parties and in turn, your relationship with your customers.
Sometimes issues arise that are completely out of your control.
- Performance Evaluation
We all make mistakes, we’re only human after all. However a negative experience can be turned in to a positive one. It’s all about how you manage the situation afterwards.
ISO 9001 will help you minimise your risk, take immediate action to resolve any issues that do arise and help prevent them from arising again.
Any business of any size, in any sector can obtain ISO 9001 Certification. For more information on ISO 9001 or any other ISO Certification, please contact us on 0330 058 5551 or email info@isoqsltd.com.
ISO Quality Services Ltd are proud to specialise in the implementation and certification of the Internationally recognised ISO and BS EN Management Standards.
Do you want to get ahead of your competition? Win more tenders or save time and money on reoccurring issues? Contact us today on 0330 058 5551 or email info@isoqsltd.com.
Alternatively, you can request a quote by filling out our enquiry form and a member of our team will be in touch shortly.
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