25.06.14
Public sector among worst performing sectors for customer service
Improving customer service in the UK public sector will need a “shared vision” to be successful, according to the Institute of Customer Service, writes Abigail Lillicrap.
Its new report, ‘Citizens and Customers: Further Building the Case for Customer Service in the Public Sector’, based on responses from 6,000 customers and 24 interviews with public sector leaders, mentions the increasing expectations of customers and these demands that are continuing to challenge public services due to financial pressures.
It also highlights the view that excellent customer service should not only be consistent within individual organisations but also upheld within connecting agencies and departments.
As one of the lowest performing sectors in the bi-yearly UK Customer Satisfaction Index, the public sector needs to listen to the insights of customers in order to allow for an improvement in performance. Public sector leaders have recognised customer service as a strategic objective, but are searching for a way to address this without impacting on their financial position.
As one respondent put it: “If we can reduce the amount of money we spend on public services, whilst increasing their effectiveness and their efficiency, that’s a big gain for us.”
As customers’ expectations are increasing, and with high ambitions for the UK public sector to become a world leader, change with regard to customer service is essential.
Jo Causon, CEO of the ICS, said: : “In order to deliver a shared vision of excellent customer service across the public sector there needs to be a consensus and commitment across political parties, a strategic, long-term focus with continuity of leadership across the public sector.”
The ‘Citizen and Customers’ report ends with a list of recommendations for the Public Sector to ingrain into their customer service ethos, including measuring customer experience and developing people management skills.
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