The changing face of customer service
With clients demanding a more personalised service, Jo Causon looks at how brokers can improve the customer’s experience
The financial services environment continues to be challenging and the marketplace, although showing growth in many segments, remains uncertain – as does the global economic and political environment in which firms operate. Against this backdrop, customer satisfaction – as measured by The Institute’s UK Customer Service Index (UKCSI) at a national level across all sectors – is now lower than any point since July 2010.
With a UKCSI score of 77.1, insurance is the seventh highest-scoring sector
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