smg customer satisfaction index uk report

Upload: smgcustomersat

Post on 05-Apr-2018

222 views

Category:

Documents


0 download

TRANSCRIPT

  • 7/31/2019 SMG Customer Satisfaction Index UK Report

    1/12

    Kpe` 9369

    Y`x`fyhg i} XOD

    X`y~mh` Ofefd`o`eq Dylps* Meh% fea,ly X`y~mh` Ofefd`o`eq Dylps Jqa% X@Y^MH@ OFEFD@O@EQ DYLPS fea y`jfq`a qyfa`ofybx fy`

    qyfa`ofybx ln X`y~mh` Ofefd`o`eq Dylps* Meh%* fea fy` px`a pea`y jmh`ex`%

    PB Hpxqlo`y Xfqmxfhqmle Mea`wHgfosmlemed qg` Hpxqlo`y @ws`ym`eh`

  • 7/31/2019 SMG Customer Satisfaction Index UK Report

    2/12

  • 7/31/2019 SMG Customer Satisfaction Index UK Report

    3/129

    ^fjp` l f Xomj` 8= S`y H`eq Oly` Xs`ea

    Tgmj` mq of} i` f hjmhg* x`y~mh` tmqg f xomj` al`x syl~ma` f qyp` i`e`q fea gfx f

    y`fj ole`qfy} ~fjp` Tg`e ma`eqm}med qg` fhqlyx qgfq mehy`fx` hpxqlo`y xs`ea* qg`

    l~`ytg`jomed y`xslex` h`eqy`x le qg` j`~`j l slxmqm~` meq`yfhqmle hpxqlo`yx y`h`m~`

    me/xqly` ylo xqf

    Me qg` hpyy`eq `hlelomh `e~myleo`eq* fea fx qg` hlpeqy} ifqqj`x f alpij`/ams

    y`h`xxmle* qg` meapxqy} mx `edfd`a me xqyled hlos`qmqmle tmqg amxhlpeqx* xfj`x fea

    sylolqmlex jllbmed ql jpy` me slq`eqmfj hpxqlo`yx Ipq leh` qg` hpxqlo`y mx ayfte

    me/xqly`* gfj qg` ifqqj` mx fjy`fa} tle Mq mx fq qgmx slmeq qgfq iyfeax e``a ql `wh`j

    qg`ox`j~`x fea l`y xlo`qgmed qgfq am`y`eqmfq`x qg`o ylo hlos`qmqlyx Me/xqly`

    meq`yfhqmle mx gpd`j} moslyqfeq* fea mq e``ax ql lhhpy i`ly` hpxqlo`yx y`fhg qg` qmjj

    Qg` dyfsg fil~` gmdgjmdgqx qg` mosfhq xqf meq`yfhqmle hfe gf~` le f~`yfd` hpxqlo`y

    xs`ea Hpxqlo`yx tgl y`h`m~` fxxmxqfeh`* le f~`yfd * xs`ea ps ql 8= s`y h`eq oly`

    qgfe qglx` tgl fy` elq g`js`a i} xqf

    Ql a`olexqyfq` qg` qyp` ~fjp` l xqf `edfd`o`eq* XOD gfx hfjhpjfq`a qg` lfqmed

    slpea* fea hfjhpjfq`a qgfq Iymqmxg y`qfmj`yx fy` omxxmed lpq le fx ophg fx 1087

    imjjmle `fhg }`fy me xfj`x ap` ql slly hpxqlo`y x`y~mh` 'x`` fss`eamw- Qgmx `vpfq`x

    ql qg` folpeq l amxhy`qmlefj xs`ea qgfq mx f~fmjfij` ly y`qfmj`yx Qg`x` faamqmlefj

    hlexpo`y xs`eamed lsslyqpemqm`x tmjj i` hfsmqfjmx`a le i} y`qfmj`yx tgl gf~` `edfd`a

    xqf* syl~mamed gmdg j`~`jx l hpxqlo`y x`y~mh` Qgmx mx f hleh`yemed mxxp` ly y`qfmj`yx

    qgfq fy` elq ofbmed qg` e`h`xxfy} me~`xqo`eq me xqf qyfmemed

    F~`yfd`Xs`ea

    Nmdpy` 6^fjp` l f xomj`

    El

    ] x

    PB Hpxqlo`y Xfqmxfhqmle Mea`w Hgfosmlemed qg` Hpxqlo`y @ws`ym`eh`

    X`y~mh` Ofefd`o`eq Dylps* Meh fea,ly X`y~mh` Ofefd`o`eq Dylps Jqa

  • 7/31/2019 SMG Customer Satisfaction Index UK Report

    4/128

    Qg` hgfyq fil~` gmdgjmdgqx qg` slxmqm~` mosfhq qgfq xqf `edfd`o`eq hfe gf~` lexfj`x Xqf e``a ql xs`ea oly` qmo` fxxmxqmed hpxqlo`yx fx* me qpye* qg`} fy` oly`

    jmb`j} ql xs`ea oly` me/xqly` Tgmj` qg`y` fy` hj`fy lsslyqpemqm`x ly xqf ql mosyl~`

    xfj`x qgylpdg fe `edfdmed hpxqlo`y `ws`ym`eh`* Xfqpyaf} fea Qgpyxaf} sy`x`eq qg`

    imdd`xq lsslyqpemq}

    F~`yfd`Xs`ea

    Nmdpy` 9Meq`yfhqmle fdfmexq t``b af}

    F~`yfd` Xs`ea / El Fxxmxqfeh`

    F~`yfd` Xs`ea / Fxxmxqfeh`

    PB Xfqmxfhqmle le qg` Gmdg Xqy``q Dlmed ql @wqy`o`x

    Qg` XOD Hpxqlo`y Xfqmxfhqmle Mea`w me qg` PB mx >6 lpq l f slxxmij` 63 Qg` Mea`w mxqg` slyqmle l hpxqlo`yx qgfq t`y` gmdgj} xfqmx`a tmqg qg`my `ws`ym`eh` fea df~` mq f

    s`y`hq ~` lpq l ~` Tgmj` gmdgjmdgqmed qgfq xqf fy`* fq qmo`x* `edfdmed ``hqm~`j}

    tmqg hpxqlo`yx* qg`y` mx xhls` ql mosyl~` qg` hpxqlo`y `ws`ym`eh` fea

    mehy`fx` qg` Mea`w Fx ma`eqm`a me qgmx y`x`fyhg* `egfeh`a hpxqlo`y `ws`ym`eh`

    j`fax ql fe mehy`fx` me xfj`x

    Tmqg qg` ymx` me a`xqmefqmle xglssmed* hpxqlo`yx me qg` PB fy` el jled`y y`xqymhq`a

    ql le` gmdg xqy``q ly y`qfmj sfyb Tgmj` `ws`ym`eh`x me PB hmqm`x fy` jmb`j} ql am`y fea

    gmdgjmdgq y`dmlefj xlhmfj am`y`eh`x* qg` iyfea `ws`ym`eh` xglpja i` hlexmxq`eq lyqg` hpxqlo`y Nly `wfosj`* m f hpxqlo`y ylo Ofehg`xq`y tgl mx xglssmed me Jleale

    gfx f ifa `ws`ym`eh` tmqg f iyfea* xg` tmjj sylifij} hgllx` f am`y`eq iyfea 'le`

    qgfq am`y`eqmfq`x mqx`j ylo hlos`qmqlyx- tg`e xglssmed ifhb me Ofehg`xq`y Me/xqly`

    meq`yfhqmle mx gpd`j} moslyqfeq* fea mq e``ax ql lhhpy i`ly`

    hpxqlo`yx y`fhg qg` qmjj

    PB Hpxqlo`y Xfqmxfhqmle Mea`w Hgfosmlemed qg` Hpxqlo`y @ws`ym`eh`

    X`y~mh` Ofefd`o`eq Dylps* Meh fea,ly X`y~mh` Ofefd`o`eq Dylps Jqa

  • 7/31/2019 SMG Customer Satisfaction Index UK Report

    5/121

    Nmdpy` 8PB hpxqlo`y xfqmxfhqmle gfssme`xx g`fqofs+

    Qg` y`dmlefj ofs gmdgjmdgqx qgfq qg` gmdg`xq hpxqlo`y xfqmxfhqmle j`~`jx fy` lpea

    fq qg` d`ldyfsgmhfj `wqy`o`x l qg` hlpeqy}* mehjpamed Hlyetfjj* Elyqg @fxq Xhlqjfea*

    Elyqg`ye My`jfea* T`xq Tfj`x fea @fxq ]lybxgmy` Yfeb`a fdfmexq qg` efqmlefj f~`yfd`*qg` i`xq/ fea tlyxq/s`ylyomed hlpeqm`x fy`;

    G`y`nlyaxgmy`XOD Hpxqlo`y Xfqmxfhqmle Mea`w; "4%0

    Tlyh`xq`yxgmy`XOD Hpxqlo`y Xfqmxfhqmle Mea`w; / 68%>

    I`ybxgmy`XOD Hpxqlo`y Xfqmxfhqmle Mea`w; / 66%=

    Alyx`q

    XOD Hpxqlo`y Xfqmxfhqmle Mea`w; / 69%9

    Elyqgpoi`yjfea

    XOD Hpxqlo`y Xfqmxfhqmle Mea`w; " >%3

    @fxq ]lybxgmy`XOD Hpxqlo`y Xfqmxfhqmle Mea`w; " 0%1

    Qg` XOD Hpxqlo`y Xfqmxfhqmle Mea`w xgltx qg` yfebmed am`y`eh` i`qt``e fhg y`dmle* ayfte ylo qg` ``aifhb l 637*317

    hpxqlo`yx* fdfmexq qg` efqmlefj f~`yfd` l >6

    +Qg` fil~` g`fqofs qfb`x meql fhhlpeq qg` hpxqlo`y ws`ym`eh` ylo xs`hmh xqly` jlhfqmlex yfqg`y qgfe hpxqlo`yx slxqhla`x

    Qg` Elyqg/Xlpqg am~ma` mx hj`fyj} y``hq`a me l~`yfjj hpxqlo`y xfqmxfhqmle Hpxqlo`yx

    lpqxma` Dy`fq`y Jleale fea qg` xlpqg l @edjfea hfe `ws`hq oly` `edfd`a fea

    ym`eajm`y xqf* tgmhg tmjj gf~` f amy`hq mosfhq le l~`yfjj hpxqlo`y xfqmxfhqmle

    PB Hpxqlo`y Xfqmxfhqmle Mea`w Hgfosmlemed qg` Hpxqlo`y @ws`ym`eh`

    X`y~mh` Ofefd`o`eq Dylps* Meh fea,ly X`y~mh` Ofefd`o`eq Dylps Jqa

    Al~`y

    Xlpqggfosqle

    Xg``ja

    Sj}olpqg

    ]lyb

    >3% / >=%

    04% / >3%

    14% / 04%

    L~`yfjj Xfqmxfhqmle

    I`xq/S`ynlyomed Hlpeqm`x; Tlyxq/S`ynlyomed Hlpeqm`x;

  • 7/31/2019 SMG Customer Satisfaction Index UK Report

    6/120

    Nmdpy` 1Y`dmlefj xqf ym`eajme`xx

    Hmq} l Jleale

    Dy`fq`y Jleale

    Y`xq l qg` PB

    Xs``a fq qg` qmjj hfe i` a`qymo`eqfj ql f hpxqlo`yx `ws`ym`eh`* tmqg xjlt x`y~mh`

    j`famed ql ypxqyfqmle fea qg` ymxb l j`f~med qg` xqly` tmqglpq spyhgfxmed Fx slyqyf}`a

    me qg` dyfsg* qg`y` mx ~fxq am`y`eh` me qg` ~m`t l f xs``a} hg`hblpq i`qt``e qg`

    y`dmlex Fx f d`e`yfj ypj`* hlexpo`yx lpqxma` l Dy`fq`y Jleale fy` oly` gmdgj}

    xfqmx`a tmqg qg`my `ws`ym`eh`x

    %l

    Hlexpo`yxG

    mdgj}Xfqmxn`a

    Dlja X`y~mh`

    Qg` Lj}osmhx tmjj x`` qg` PB qfb` ql qg` djlifj xqfd`* fea mq mx fe lsslyqpemq} ly

    Iymqfme ql hy`fq` mqx ~`y} lte j`dfh} ipmjq le meel~fqmle* ymhg hpjqpy` fea vpfjmq}

    `ws`ym`eh`x Qg`y` fy` qgy`` omjjmle s`lsj` tlybmed me qg` y`qfmj fea j`mxpy` x`hqly*

    fea ^mxmqIymqfmex ~mxmqly ly`hfxq y`~`fjx qg` PB xglpja fqqyfhq 834 omjjmle ~mxmqlyx me

    9369* p`jj`a i} qgmx xpoo`yx `~`eqx xphg fx qg` Kpimj``* Tmoij`ale* fea l hlpyx`

    qg` Lj}osmhx

    Mq mx elt oly` moslyqfeq ly xqly`x ql me~`xq me qyfmemed xqf ql fssylsymfq`j} `edfd`

    tmqg hpxqlo`yx fea xlj~` fe} sylij`ox qgfq of} fymx` Glt`~`y* qg` xslqjmdgq tmjj i`le Jleale* tmqg f tma` ~fym`q} l fdxgms xqly`x* ql a`jm~`y `wh`sqmlefj hpxqlo`y

    x`y~mh` ql qlpymxqx fea hy`fq` iyfea foifxxfalyx Me qpye* qgmx tmjj hy`fq` fixljpq`

    jl}fjq}* lxq`ymed f iyfea `ws`ym`eh` qgfq hpxqlo`yx tmjj y`hloo`ea fea tfeq ql y`jm~`

    tg`e qg`} fy` glo`* `xs`hmfjj} fx ofe} PB iyfeax elt gf~` xqly`x l~`yx`fx

    Y`hloo`eafqmlex ylo qypxq`a xlpyh`x mx le` l qg` b`} aym~`yx ly e`t hpxqlo`yx

    PB Hpxqlo`y Xfqmxfhqmle Mea`w Hgfosmlemed qg` Hpxqlo`y @ws`ym`eh`

    X`y~mh` Ofefd`o`eq Dylps* Meh fea,ly X`y~mh` Ofefd`o`eq Dylps Jqa

  • 7/31/2019 SMG Customer Satisfaction Index UK Report

    7/12>

    L~`yfjj xfqmxfhqmle j`~`jx omyyly qg` qy`ea ly ym`eajme`xx* f~fmjfimjmq} fea xgls

    hj`fejme`xx Qg`y` mx fe fq`y/tlyb hpxqlo`y pyd` ql xsjpyd` tmqg qg` f~`yfd` xs`ea fq

    mqx gmdg`xq l qg` af} Qgmx mx elq i`med hfsmqfjmx`a le* tmqg xqf ym`eajme`xx* f~fmjfimjmq}

    fea hj`fejme`xx le qg` a`hjme` fq qgmx ~mqfj qmo` tg`e hpxqlo`yx tfeq ql xs`ea oly`

    Qg` a`ifq` fylpea jled`y ls`emed glpyx mx hlexqfeqj} le qg` fd`eaf Glt`~`y* tgmj`

    qgmx of} xpsslyq qg` hlexpo`y xs`ea qy`ea* y`qfmj`yx tmjj e``a ql faay`xx qg` ayls me

    hpxqlo`y `ws`ym`eh` ql f~lma hy`fqmed f a`hjme` me hpxqlo`y jl}fjq}

    I`xq Qmo` ql Xgls 66 Lhjlhb

    Qg` jldmh qgfq fjj y`qfmj`yx xglpja a`jm~`y f hlexmxq`eq hpxqlo`y `ws`ym`eh` qgylpdglpq

    qg` af} mx elq f y`fjmq} ly hpxqlo`yx Hpxqlo`yx fy` olxq jmb`j} ql i` dy``q`a fea

    y`h`m~` fxxmxqfeh` i`ly` 66fo Glt`~`y* tmqg b`} fhqlyx qgfq aym~` hpxqlo`y

    xfqmxfhqmle aylssmed qgylpdglpq qg` af}* qgmx tmjj gf~` f a`qymo`eqfj mosfhq le xfj`x

    Nmdpy` 0Hpxqlo`y ws`ym`eh` fdfmexq qmo` l af}

    L~`yfjj Xfqmxfhqmle

    Nym`eajme`xx l @osjl}``x

    F~fmjfimjmq} l Fxxmxqfeh`

    Hj`fejme`xx

    Nmdpy` >Hpxqlo`y ws`ym`eh` fhylxx qg` t``b

    L~`yfjj Xfqmxfhqmle

    F~fmjfimjmq} l Fxxmxqfeh`

    Hj`fejme`xx

    Xs``a fq qg` Qmjj

    PB Hpxqlo`y Xfqmxfhqmle Mea`w Hgfosmlemed qg` Hpxqlo`y @ws`ym`eh`

    X`y~mh` Ofefd`o`eq Dylps* Meh fea,ly X`y~mh` Ofefd`o`eq Dylps Jqa

    %l

    Hlexpo`yxG

    mdgj}Xfqmxn`a

    %l

    Hlexpo`yxGmdgj}Xfqmxn`a

  • 7/31/2019 SMG Customer Satisfaction Index UK Report

    8/124

    Xmomjfyj}* fq qg` t``b`ea* Xfqpyaf} gljax qg` imdd`xq lsslyqpemq} ly qg` y`qfmj fea

    y`xqfpyfeq meapxqy}* fx mq mx f s`ymla tg`e qg` ofklymq} l hpxqlo`yx tmjj i` xglssmed

    Glt`~`y* hpxqlo`yx fy` d`e`yfjj} j`xx xfqmx`a le qg` t``b`ea* `xs`hmfjj} tg`e mq

    hlo`x ql xs``a fq qg` qmjj Ap` ql qg` mepw me hpxqlo`yx fq qgmx qmo`* qg`y` fy` jmb`j} ql

    i` jled`y vp`p`x hfpxmed hpxqlo`yx ql gf~` f slly`y hpxqlo`y `ws`ym`eh` Qg` afqf

    xgltx qgfq xqf fy` l`ymed jlt`y j`~`jx l x`y~mh` fea elq ofwmomxmed qg` slq`eqmfj

    mehy`fx` me xs`ea

    L~`yfjj* qgmx mx hy`fqmed oly` sylij`ox ly y`qfmj`yx* fx tmqglpq xqf i`med fq qg` qls

    l qg`my dfo` fq qg` t``b`ea* mq mx jmb`j} qgfq qg` epoi`y l hlosjfmeqx tmjj mehy`fx`*

    afofdmed jl}fjq} fea hy`fqmed amxxfqmx`a hpxqlo`yx

    Mq mx fixljpq`j} efqpyfj* l hlpyx`* qgfq ylo qmo` ql qmo` qg` hpxqlo`y `ws`ym`eh` mx elq

    hlexmxq`eq Ipq qg` y`x`fyhg gmdgjmdgqx qgfq qgmx mx elq f le`/l fea fjj fxs`hqx l qg`

    hpxqlo`y `ws`ym`eh` fy` a`hjmemed qgylpdglpq qg` af}

    A`fjmed tmqg Hlosjfmeqx Y`~ljpqmlefy} Qgmebmed

    Hle~`eqmlefj tmxalo gfx mq qgfq s`lsj` me qg` PB d`e`yfjj} al elq jmb` ql hlosjfme fq

    qg` qmo` l x`y~mh` Tmqg qg` syljm`yfqmle l xlhmfj o`amf* hpxqlo`yx fy` jmb`j} ql dl

    glo` fea amxhpxx qg` `ws`ym`eh` tmqg ym`eax fea fomj} lejme` fea y`fhg f tma`y

    fpam`eh` qgylpdg qg` jmb`x l Qtmqq`y fea Nfh`illb Qgmx mjjpxqyfq`x qg` dyltmed

    moslyqfeh` ly iyfeax ql a`~`jls f x`foj`xx hpxqlo`y `ws`ym`eh` lejme` fea lnme`

    ql f~lma amxhlee`hq tmqg hpxqlo`yx Nlytfya/qgmebmed iyfeax fmo ql `xqfijmxg f xqyled

    hpxqlo`y ``aifhb hgfee`j xl qgfq qg`} hfe mosyl~` x`y~mh` me qg` olo`eq

    Meq`y`xqmedj}* qg` lyopjf ly fixljpq` jl}fjq} mx elq f s`y`hq hpxqlo`y `ws`ym`eh`* ipq

    mq mx hy`fq`a tg`e iyfeax fy` spq ql qg` q`xq fea a`fj tmqg hpxqlo`yx fea qg`my mxxp`x

    le f s`yxlefj j`~`j

    Nmdpy` 4Sylij`o y`xljpqmle mosfhq

    El Sylij`o @ws`ym`eh`a

    Gmdgj} Xfqmx`a tmqg

    Sylij`o Y`xljpqmle

    %l

    Hlexpo`yxGmdgj}Xfqmxn`a

    Qgmx dyfsg gmdgjmdgqx glt hpxqlo`yx tgl fy` gmdgj} xfqmx`a tmqg qg` y`xljpqmle lqg`my sylij`o yfq` qg` l~`yfjj `ws`ym`eh` gmdg`y fea i`hlo` oly` jl}fj ql qg` iyfea

    Sylij`o y`xljpqmle hfe hj`fyj} ipmja iyfea jl}fjq} fea mehy`fx` qg` jmb`jmglla qgfq

    hpxqlo`yx tmjj elq lej} y`qpye ipq fjxl y`hloo`ea

    PB Hpxqlo`y Xfqmxfhqmle Mea`w Hgfosmlemed qg` Hpxqlo`y @ws`ym`eh`

    X`y~mh` Ofefd`o`eq Dylps* Meh fea,ly X`y~mh` Ofefd`o`eq Dylps Jqa

  • 7/31/2019 SMG Customer Satisfaction Index UK Report

    9/12

    I`jlt mx f d`epme` hpxqlo`y y`xslex` ylo f jfyd` s`q xpssjm`y* tgmhg mx f symo`

    `wfosj` l glt a`fjmed tmqg hpxqlo`y sylij`ox fssylsymfq`j} hfe gf~` f jfxqmed

    mosfhq le xfqmxfhqmle* jmb`jmglla ql y`hloo`ea fea xfj`x

    Y`qfmj`yx e``a ql i` ftfy` l qg` ~fy}med hpxqlo`y a`oldyfsgmh `ws`hqfqmlex Tgmj`

    qg` }lped`y fea lja`y d`e`yfqmle of} gf~` f y`spqfqmle ly i`med j`xx xfqmx`a* me

    y`fjmq}* hpxqlo`yx pea`y 67 fy` ophg oly` jmb`j} ql xf} qgfq qg`} gfa `wh`sqmlefj

    x`y~mh` apymed f xglssmed `ws`ym`eh` Mq mx alte ql xqly` ofefd`yx ql y`/`aphfq` qg`my

    xqf le qg`x` omxs`yh`sqmlex fea qg` moslyqfeh` l faay`xxmed `fhg fd` dylps tmqg

    qg` fssylsymfq` j`~`j l `edfd`o`eq Qgmx mx `xs`hmfjj} qyp` tg`e }lp y`fjmx` qgfq qg`

    00" fd` dylps gfx qg` gmdg`xq amxslxfij` mehlo`

    S`yxlefj Gfssme`xx Qg` Omaaj` Opaaj`

    Qg` S`yxlefj Gfssme`xx Mea`w xpsslyqx qg` hleh`sq l Dylxx Efqmlefj Gfssme`xx*

    tgmhg gfx i``e px`a i} dl~`yeo`eqx ql xpsslyq qg` sljmh}/sjfeemed sylh`xx me lya`y

    ql o`fxpy` j`~`jx l hleq`eqo`eq me qg` efqmle Mq gmdgjmdgqx qg` P/i`ea ``hqqgfqgfssme`xx fea `ekl}o`eq a`hjme` fx s`lsj` fssylfhg 83x fea 13x* tgmj` }lped`y

    s`lsj` fea qglx` fil~` 00 fy` fq qg`my olxq hleq`eq

    Meq`y`xqmedj}* qg` y`x`fyhg i} XOD omyylyx qg` S`yxlefj Gfssme`xx Mea`w fea qg`

    dyfsg i`jlt gmdgjmdgqx qg` xfqmxfhqmle j`~`jx l PB y`qfmj hpxqlo`yx Hpxqlo`yx fd`a

    i`qt``e 90 fea 1= fy` qg` j`fxq xfqmx`a dylps tmqg qg`my hpxqlo`y `ws`ym`eh` Qg`

    fhqlyx qgfq ofb` hpxqlo`yx xfqmx`a* ly amxxfqmx`a* hfe i` fqqymipq`a ql f ~fym`q} l

    `wq`yefj fea meq`yefj fhqlyx Qg`x` mehjpa`; `osjl}o`eq xqfqpx2 foimqmle2 peh`yqfmeq}2

    hgmjay`e fea amxslxfij` mehlo` Mq mx jmb`j} qgfq qgmx fd` dylps x`qx gmdg`y `ws`hqfqmlexle qg`my klpye`} ql spyxp` gfssme`xx fx qg`} sjfe ly qg`my pqpy`

    7

    Mhfo`metmqgfnfpjq}sposnlyo}xgqfeb%Qg`xqfxlyq`alpqqg`sylij`otmqg

    qg`sposfeamqtfxelqe`h`xxfy}nlyo`qlspyhgfx`fe`tle`'glt`~`yMama

    spyhgfx`lqg`ymq`oxnlyo}aldfeaimyaqfij`&-%Mnlpeaqg`xqf`wqy`o`j}g`jsnpj*

    beltj`ad`fij`fea`eqgpxmfxqmhfilpqqg`mytlyb&

    Nmdpy` 7Fd` xsjmq le xfqmxfhqmle fea x`y~mh`

    %l

    Hlexp

    o`yxGmdgj}Xfqmxn`a

    L~`yfjj Xfqmxfhqmle

    Y`h`m~` @wh`sqmlefj X`y~mh`

    Nym`eajme`xx l Xqfn

    PB Hpxqlo`y Xfqmxfhqmle Mea`w Hgfosmlemed qg` Hpxqlo`y @ws`ym`eh`

    X`y~mh` Ofefd`o`eq Dylps* Meh fea,ly X`y~mh` Ofefd`o`eq Dylps Jqa

  • 7/31/2019 SMG Customer Satisfaction Index UK Report

    10/12=

    Xfqmxnfhqmle Qg` Sylij`o tmqg X`w

    Fjqglpdg `~`y}le` gfx meam~mapfj hpxqlo`y y`vpmy`o`eqx* tlo`e fy` d`e`yfjj}

    gfssm`y fea oly` jmb`j} ql y`qpye* y`hloo`ea fea y`slyq f i`qq`y `ws`ym`eh` A`xsmq`

    xlo` omxhleh`sqmlex* qg` y`x`fyhg gfx lpea qgfq me qg` PB* o`e fy` oly` jmb`j}

    ql `ws`ym`eh` f sylij`o qgfe tlo`e Iyfeax hfe ipmja jled/q`yo jl}fjq} qgylpdg

    f slxmqm~` `ws`ym`eh` tmqg `ofj` hpxqlo`yx* i`hfpx` qg`} fy` oly` jmb`j} qly`hloo`ea qg` xqly` ly y`xqfpyfeq ql qg`my ym`eax

    Nmdpy` =Ofj` ~`yxpx `ofj` xfqmxfhqmle

    N`ofj`

    Ofj`

    %l

    hlexpo`yxgmdgj}xfqmxn`a,Gmdg

    j}Jmb`j}

    Nmdpy` 63Ofj` ~`yxpx `ofj` sylij`o y`xljpqmle

    N`ofj`

    Ofj`

    %l

    Hlexpo`yx@ws`ym`ehmedfSylij`

    o,

    Gmdgj}

    Xfqmxn`atmqgY`xljpqmle

    PB Hpxqlo`y Xfqmxfhqmle Mea`w Hgfosmlemed qg` Hpxqlo`y @ws`ym`eh`

    X`y~mh` Ofefd`o`eq Dylps* Meh fea,ly X`y~mh` Ofefd`o`eq Dylps Jqa

  • 7/31/2019 SMG Customer Satisfaction Index UK Report

    11/1263

    Y`hloo`eafqmlex

    @edfd` ql @ehlpyfd` Xs`ea fea Xfqmxfhqmle

    Qg` XOD afqf syl~ma`x qg` hpxqlo`y ~m`t l qg`my y`s`fq`a `ehlpeq`yx tmqg y`qfmj`yx

    A`xsmq` qg` tma`j} fhbeltj`ad`a ofeqyf qgfq qg` hpxqlo`y mx bmed* qg` PB y`qfmj fea

    j`mxpy` meapxqy} mx elq xs`eamed `elpdg qmo` fea `lyq pea`yxqfeamed mqx hpxqlo`yx lyle qyfmemed xqf ql o``q qg`my e``ax fea `ws`hqfqmlex Me elq almed xl* mq mx omxxmed qg`

    lsslyqpemq} ql mehy`fx` y`~`ep`x fea ofb` oly` ole`}

    Elt mx qg` qmo` ql pea`yxqfea qg` amy`hq hlyy`jfqmle i`qt``e fh`/ql/fh` hpxqlo`y

    x`y~mh` fea hpxqlo`y xfqmxfhqmle Qg` meapxqy} e``ax ql faay`xx qg` dfsx me

    ym`eajme`xx fea `edfd`o`eq fq b`} s`fbx l slq`eqmfj hpxqlo`y xs`ea me lya`y ql

    mehy`fx` jled/q`yo xphh`xx

    Me xglyq* qg` meapxqy} e``ax ql dl ifhb ql ifxmhx fea `edfd` tmqg hpxqlo`yx xl qgfqxqf hfe xtmqhg le* yfqg`y qgfe qpye l* hpxqlo`yx

    B`} y`hloo`eafqmlex ly y`qfmj`yx ql hlexma`y me lya`y ql mosyl~` qg` hpxqlo`y

    xfqmxfhqmle j`~`jx mehjpa`;

    @ehlpyfd`qg`xqfqlpx`ls`evp`xqmlexfeaxqfq`o`eqx*xphgfx;Mn}lpe``afe}qgmed

    qlaf}*kpxqfxbqlsylosqy`vp`xqxnlyfxxmxqfeh`feag`js%

    Gmdgjmdgqqg`mosfhqlnnym`eajme`xxfeafxxmxqfeh lexfj xfeahpxqlo`yxfqmxnfhqmlej ~`jxql

    qg`xqf%

    Qg`xqfofb`qg`imdd`xqmosfhqleqg`l~`yfjjxfqmxnfhqmlexhly`%Qg`elqmlelnxqfM`xx

    xqly`xpea`yome`xqg`hpxqlo`yy`qfmj`ws`ym`eh`*feaqgmxxglpjai`hlexma`y`atg`e

    `wsjlymede`ta`xmdelsqmlex%

    Fhlexmxq`eqiyfea`ws`ym eh`fhylxxfjjhgfee`jxfeafjjqmo`nyfo`xmxmoslyqfeqqlmosyl~`

    jl}fjq}feahpxqlo`yxfqmxnfhqmle%

    Y`fxxpyfeh`i}qg`xqfqlvp`pmedhpxqlo`yxqgfqqg`}fy`almed`~`y}qgmedmeqg`myslt`y

    qlb``sqg`ool~medmxkpxqfxmoslyqfeqfxxqly`a`xmde%

    Falsqmedfxefb`vp`p x}xq`ohfei```hqm~`%Nlyhpxqlo`yxqg`i`e`qxfy`qgfqmqgfx

    qg`s`yh`sqmleqgfqmqmxol~mednfxq*feahyphmfjj}*qgfqmqmxfixljpq`j}nfmytmqgelymxblni`med

    x`y~`alpqlnqpye%

    Hpxqlo`yxtmjji oly`pea`yxqfeamedfeasfqm eqmnqg`}fy`y`hldemx`afeaa`fjqtmqg

    fhhlyamedj}%Qg`xqfxglpjafhbeltj`ad`slq`eqmfjhpxqlo`yxmoo`amfq`j}*`mqg`ytmqgf

    xmosj`g`jjllyi}xqfqmedqgfqqg`}tmjji`tmqgqg`oxglyqj}%

    Sylaphqf~fmjfimjmq}mxlhhfxmlefjj}fepehleqyljjfij nfhqly%Glt`~`y*pxmedsylaphq

    beltj`ad`*qg`xqfhfel`yfy`fjmxqmhfjq`yefqm~`%

    PB Hpxqlo`y Xfqmxfhqmle Mea`w Hgfosmlemed qg` Hpxqlo`y @ws`ym`eh`

    X`y~mh` Ofefd`o`eq Dylps* Meh fea,ly X`y~mh` Ofefd`o`eq Dylps Jqa

  • 7/31/2019 SMG Customer Satisfaction Index UK Report

    12/12

    O`qglaljld}

    Hleqmeplpx hpxqlo`y mexmdgq syldyfoo`x fy` px`a y`dpjfyj} i} f yfed` l y`qfmj fea

    j`mxpy` lpqj`qx fhylxx qg` PB Afqf mx hljj`hq`a tg`e f hpxqlo`y hlosj`q`x fe lejme`

    ``aifhb lyo ql y`xslea ql vp`xqmlex y`jfqmed ql qg` `eqmy` hpxqlo`y klpye`}

    XOD mx fij` ql hleaphq a``s fefj}xmx meql qg` afqf hfsqpy`a fea hfe syl~ma` a`qfmj`axpoofym`x le qg` ~fymfij`x qgfq mosfhq qg` hpxqlo`y `ws`ym`eh`* slxmqm~`j} fea

    e`dfqm~`j}* fhylxx y`dmlex* xs`hmh fmxj`x* qmo` yfo`x* ifxb`q xm{` fea qyfexfhqmle

    j`~`jx

    Qg` fimjmq} ql hfsqpy` d`epme` ``aifhb ylo y`fj hpxqlo`yx me y`fj qmo` `efij`x

    lydfemxfqmlex ql dfme f i`qq`y pea`yxqfeamed l qg`my hpxqlo`yx fea hy`fq` qfedmij`

    fhqmle sjfex ql faay`xx qg`my e``ax tgmj` o``qmed qg`my ipxme`xx lik`hqm~`x

    XOD 'X`y~mh` Ofefd`o`eq Dylps- mx qg` j`famed meq`yefqmlefj hpxqlo`y `ws`ym`eh`

    y`x`fyhg yo Aym~med ipxme`xx y`xpjqx i} sfyqe`ymed tmqg iyfeax ql mosyl~`

    hpxqlo`y jl}fjq} fea `osjl}`` `edfd`o`eq* XOD syl~ma`x fhqmlefij` mexmdgqx fea

    y`hloo`eafqmlex ilqg qg` yleq/jme` fea x`emly `w`hpqm~` j`~`jx XOD gfx a`~`jls`a

    f sylsym`qfy} xpmq` l y`x`fyhg x`y~mh`x hloimemed tlyja/hjfxx q`hgeljld} tmqg

    peofqhg`a meapxqy} `ws`yqmx` @fhg }`fy* qg` yo `~fjpfq`x l~`y 43 omjjmle hpxqlo`y

    `ws`ym`eh`x me >1 hlpeqym`x fea 9= jfedpfd`x ly oly` qgfe 933 iyfeax

    Fss`eamw

    Hfjhpjfqmle l nlfqmed slpea

    Me 9366* qg` PB y`qfmj xfj`x qlqfjj`a 838 imjjmle fea* dm~`e qg` XOD hpxqlo`y

    xfqmxfhqmle j`~`j me qg` PB mx >6 '>6>%-* t` hfe fxxpo` qgfq;

    /67>%>0imjjmlemexfj`xt`y`nylogmdgj}xfqmx`ahpxqlo`yx

    /66>%80imjjmlemexfj`xt`y`nyloelqgmdgj}xfqmx`ahpxqlo`yx

    Me qg` XOD y`x`fyhg* mq gfx i``e ma`eqm`a qgfq qg` ~fjp` l f xomj` fea vpfjmq}

    hpxqlo`y x`y~mh` tmjj mehy`fx` xfj`x i} 8= s`y h`eq Qg`y`ly`* m qg` fjj hpxqlo`y me

    qg` PB y`h`m~`a vpfjmq} hpxqlo`y x`y~mh`* qg` ~fjp` l qg`x` xfj`x tlpja i`

    mehy`fx`a ql 6>648 imjjle

    Qgmx o`fex l~`yfjj y`qfmj xfj`x me 9366 hlpja gf~` i``e fx gmdg fx 81787 imjjmle M PB

    hpxqlo`y x`y~mh` tfx lpqxqfeamed* qg` y`qfmj meapxqy} hlpja `ws`ym`eh` f 60 s`y h`eq

    dyltqg me qlqfj y`qfmj xfj`x me y`fj q`yox* 1087 imjjmle

    PB Hpxqlo`y Xfqmxfhqmle Mea`w Hgfosmlemed qg` Hpxqlo`y @ws`ym`eh`