Fascinating new research from the Institute of Customer Service shows that 8 out of 10 isn’t enough if you want to win in business
In the next issue of Dialogue, we’ve got a great piece coming up from the UK’s Institute of Customer Service (ICS). The piece explores the relationship between customer service standards and customers’ trust in companies. There’s an absolutely striking finding in there – that just being very good at customer service isn’t enough to win the hearts and minds of today’s customer – you have to be absolutely impeccable.
When the ICS surveyed customers, it found that those who rated the company nine or ten out of ten for customer satisfaction were more than twice as likely to give the highest ratings for trust than those who rated the company eight out of ten.
This proves that excellence pays – the ICS also found a strong link between high levels of trust and business success.
So what are the ICS’s secrets to great customer service? For those, you’ll have to wait for the full piece – out in Dialogue magazine in September.