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BizReport : Research archives : September 06, 2016

UK consumers cite country's public transport as worst for customer service

With customer service and experience playing pivotal roles among today's consumers, a new survey from service design consultancy, Engine, reveals the UK's worst offenders.

by Helen Leggatt

It may have been 12 years since I lived, and commuted by train, in the UK, but it seems that some things never change. Service design consultancy, Engine, has released its third annual Customer Experience Study and, based on a survey of 1,012 UK adults, the country's public transport and train operators provide the worst customer service and experience.

Almost four in 10 (38%) of those surveyed cited public transport and train operators as the worst offenders, with utilities not far behind (36%) followed by broadband/media (30%).

According to Oliver King, co-founder of Engine, "consumers are increasingly likely to recommend a brand or company based on the service (66%) than they are on price (30%)", which doesn't bode well for the UK's public transport network.

Furthermore, Britain's railways do not score well on those things that customers value highly in companies they deal with. When asked what traits they value in how a company deals with its customers, consumers rated honesty most highly (cited as a top three trait by 50% of people), efficiency second (48%) and reliability third (44%).

Per Engine's survey, food and restaurant services were viewed as providing the best customer service and experience (45%), just ahead of the hotel and hospitality industry.

Tags: customer experience, customer service, survey, transport, UK

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