Automotive sector second best for satisfaction

Customers in the automotive sector give it one of the top satisfaction ratings in a unique, twice-yearly UK Customer Satisfaction Index (UKCSI) survey carried out by the Institute of Customer Service.
 
The survey asked more than 6,000 people to rate 12 key public and private sectors on consumer priorities such as professionalism, complaint-handling, quality and competence and friendliness of staff.
 
Automotive comes joint second from the top, with a customer satisfaction index of 75* along with the food sector, compared with the lowest-scoring local government sector on 58.
 
The sector has parked itself within the top 5 for staff helpfulness and friendliness and staff competence and loyalty.
 
With an impressively high index of 71 for dealing with complaints, the sector has driven ahead of all other sectors.
 
ICS executive director Robert Crawford says: "The automotive sector has scored consistently well across the board with customers thinking highly of all aspects.
 
"This means that even the lowest scoring organisations within the sector are still higher than the best in some other sectors."
 
The top organisation within the automotive sector is Audi, which scores an 'exceptionally high' 87, with Mercedes Benz (82) and BMW/Mini (80) second and third.
 
Top of all 12 sectors come services, made up of small and medium enterprises such as hairdressers and plumbers, which scores 76, with local government bottom on 58.
 
Compared with the pilot, the all-sector average for the UKCSI has shown a "welcome and encouraging increase", says ICS.
 
Companies and organisations overall have shown strong progress in core areas such as keeping customers informed, delivering on time and treating people as valued customers.
 
It puts much of the improvement down to more and more organisations realising that service excellence is the key differentiator.
 
"The well-publicised results of the pilot survey perhaps gave a powerful wake-up call to providers by showing a direct link between the effect of service on spend and the bottom line," says Crawford.
 
"Higher satisfaction with prices - not surprising in view of the growing competition for customers¡¯ shrinking disposable income - also played a part."
 
He claims the index is already proving an important economic indicator and will become all the more so as it gets bigger and establishes a solid track record.
 
"Despite the much-publicised credit crunch, most commentators believe there will still be economic growth in 2008 in the UK .
 
"The UKCSI figures support this. They show customers are more satisfied, and the more satisfied they are the more likely they are to spend.
 
"The majority of GDP in the UK is service related, so consumer spend has a big impact on the UK ¡¯s economic health.
 
"But a word of caution. In the States, a similar index that is universally recognised as a key barometer has fallen for the first time in two years, suggesting the US economy is on the decline.
 
"Is this a warning for the UK on the basis that when America sneezes we catch a cold?"
 
From: Auto Industry

Address: Bibo Road, Zhangjiang High-technology Park, Shanghai, China
Tel: 0086-21-3637-6177
Fax: 0086-21-3637-6177
Skype: eastfilters