It’s a favourite story. Despite all of your efforts, and your ongoing commitment to continuous improvement, your service delivery results never quite reach expectations. Whether that is the shareholders, the C-suite or your customers, total success is never quite achieved – there is always more to be done.
You can take some comfort at least from the fact that it is not just your organisation that suffers in this way, it is a commonly shared experience. Although it won’t satisfy your boss, it might help you sleep a little better!
The UK’s Institute of Customer Service runs a twice yearly survey of customer satisfaction and, for the first time since 2009, recorded an overall drop in 2013. Now this survey covers retail sales as well as after-sales service and so we should not take this one statistic as an indictment of our whole service industry. And, the Institute does offer a hopeful insight in the Executive Summary of its January 2014 report:
“Consumers want a balance of cost and service. When faced with the choice, 60% of customers favour a balance of price and service and will not accept low service levels in exchange for a cheap deal. A substantial minority of consumers – 25% – seek excellent service and are prepared to pay for it, while 15% are highly motivated to find the cheapest deals.”