Customer satisfaction in the UK has fallen to its lowest level since January 2010, according to the UK Customer Satisfaction Index (UKCSI). And one of the primary approaches to addressing the problem is to improve customer experience, according to the Institute of Customer Service, which conducts the survey.
UKCSI is based on a six-monthly online survey of consumers demographically representative of the UK population. The January 2015 UKCSI uses 28 metrics, and includes 39,000 responses from more than 10,000 individual customers, and....