Customers are disillusioned with the level of service they are receiving and many will move to a competitor if they are treated badly. This is according to new research from BSI British Standards, who also announce new customer satisfaction standards today.
- 64% of those surveyed believe that customer service in the UK is getting worse
- 72% moved to a competitor after receiving poor customer service
- 55% of customers are left unsatisfied by the handling of their complaint
To help organizations improve levels of satisfaction among their customers, BSI British Standards has recently published two new standards in this area:
BS ISO 10001 Customer satisfaction - Guidelines for codes of conduct for organizations provides guidance on the design and implementation of a customer satisfaction code of conduct. Implementation of the standard will potentially reduce confusion about the products and services a customer will receive and will explain what will happen in the event of a quality problem.
BS ISO 10003 Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations is designed for situations when complaints cannot be resolved within an organization. It gives guidance on facilitation, advice and decision making within the dispute resolution process, including direction on the selection of resolution services and the involvement of top management in the process.
Read the full article on BSI Website
