HomeServe bucking the trend for customer satisfaction, new survey reveals

Posted 4 August 2014 9:00 AM by Mark Round

HomeServe, one of the UK’s leading home assistance providers is bucking the trend for improving Customer satisfaction according to the findings of a recent independent survey.

The UKCSI Customer Satisfaction Index, compiled by the Institute of Customer Service, shows that HomeServe is amongst the top ten of companies included in the Index to improve its Customer satisfaction levels by more than 3.5 points between July 2013 and July 2014.

The survey shows an increase of 4.8 points in satisfaction compared to the same time last year. It takes the overall satisfaction levels up to 75.2 points. HomeServe is also one of only three organisations to record the largest rise in Customer satisfaction over the past five years, going up by 10.6 points.

Commenting on the findings of the survey, HomeServe Membership Chief Executive Martin Bennett said: “HomeServe is delighted to have seen its satisfaction levels amongst Customers increase compared to this time last year. As the national trend sees an overall decline in Customer satisfaction, we’re proud to be amongst a select few to see an increase not least over the past five years. There is still work to be done, but this is excellent news and shows we’re heading in the right direction.”

As an independent not-for-profit professional membership body, the ICS aims to help organisations strengthen their business performance by improving their customers’ experiences based on the findings of research and insight, benchmarking and accreditation programmes, customer service training and qualifications.

Currently it has more than 400 organisations registered as members and over 5,000 individuals.

Jo Causon CEO from Institute of Customer Service said: “I would like to congratulate HomeServe on its achievements in the 2014 UKCSI. As the economy begins to grow, organisations’ success will depend on the quality of their relationships across the value chain The results of the UKCSI demonstrate the importance of a long term focus on customer service to enable sustainable business performance and the need continuously to review customer service skills, capabilities and standards to ensure they are relevant to changing customer needs.”