Steps UK Businesses Can Take to Raise the Bar
-
Invest in emotional connection and trust: In 2025, customers increasingly identify “genuine care, transparency and reputation” as core satisfaction drivers.
-
Empower resolution on first contact: Prioritise FCR—train staff and provide resources to avoid repeat contacts and boost customer and brand metrics.
-
Blend digital efficiency with human empathy: Use AI and automation, but always back it up with accessible human support. A hybrid model delivers speed and reassurance.
-
Target retention with CRM and loyalty: Leverage CRM data to personalise outreach, reward loyalty, and ensure customers feel valued—and hence less likely to leave (Source Wikipedia).
-
Monitor customer satisfaction closely: This is where Vision One’s customer satisfaction research services come in for both consumer and B2B markets and brands. Track UKCSI trends and internal customer feedback to spot decline early and respond strategically.
Customer Service Research & Measurement: The secret to great customer service
Customer satisfaction and the measurement of customer service is more than a vague feeling—it’s a measurable indicator of how well your service meets or exceeds expectations. One of the most widely used metrics is the Customer Satisfaction Score (CSAT), typically measured through a short survey asking customers to rate their experience on a scale (e.g., 1–5 or 1–10).
CSAT provides immediate, actionable insight. For example, a low score after a support interaction signals a breakdown in the customer journey. Organisations that regularly track and act on CSAT data are more agile in resolving service issues, improving processes, and training staff.
In the UK, organisations with above-average CSAT scores typically enjoy stronger customer loyalty, higher Net Promoter Scores (NPS), and better employee morale, since empowered staff often deliver better service. According to the Institute of Customer Service, 84% of customers who rate satisfaction as 9 or 10 say they trust the organisation—compared to just 14% among those scoring 1–4.
To boost CSAT, companies must ask the right questions at the right touchpoints—post-purchase, after support contact, or following service resolution. Equally important is closing the loop: following up with dissatisfied customers to show commitment to improvement, which in itself can rebuild trust and loyalty.
