Customer Satisfaction Index scoring
We produce our Customer Satisfaction Index from the scores we get back from our survey asking customers about their experience of customer service. We base our questionnaire on the separate factors determining the quality of customer service, and we measure these across a variety of business sectors.
We weight each of these factors according to how important customers said they were in the ICS research Customer priorities: what customers really want. The weighted satisfaction scores are used to produce the Index. The weightings can vary from sector to sector – some factors are more important in some sectors than in others; there are similar variations between nations and regions, and we also take these into account as we calculate our UKCSI.
Complaints Index
There are two factors that determine how well organisations avoid customer dissatisfaction caused by problems and complaints:
- How well they avoid giving customers a problem in the first place
- How well they handle the complaints they do get
We take both of these factors into account when we produce the UK Complaints Index, giving each of them equal weighting. We base our rating of the second factor equally on two elements:
- How happy the customer is with how their complaint was handled
- How happy the customer is with the outcome of their complaint