National Customer Service Week 2021: AAT achieves best ever UK Customer Service Indicator score
4 October 2021
As National Customer Service Week (4–8 October) begins, AAT has announced that it has received a score of 85.4 in the latest UK Customer Service Indicator (UKCSI) Survey – the organisation's best score to date.
The UKCSI Survey is the national barometer of customer satisfaction published twice a year by the Institute of Customer Service since 2008. It is an independent, objective benchmark of customer satisfaction on a consistent set of measures on over 250 organisations and organisation types in 13 sectors.
AAT's score is based on 361 responses to the UKCSI Survey and tops last year's score of 80.8. The score is also 4.9 points higher than the retail (non-food) category average score of 80.5 and 8.6 points higher than the UKCSI overall, which averages 76.8. AAT also scored highly in the "customer satisfaction" category with a rating of 8.9 (out of 10), higher than the all-sector average score of 8.8 (out of 10).
Additionally, AAT customers reported high levels of satisfaction based on their interactions with the organisation's customer services team, with 94.3 per cent of customers between April and September 2021 saying they were happy with the service they received.
Tracy Allison, Head of Customer Services and Projects at AAT, said: "We're absolutely delighted to receive our highest ever score in the UK Customer Service Indicator Survey. AAT is committed to providing an excellent service for all our customers and it's great to see that our efforts in this area are paying off, alongside the positive comments our staff receive for the support they provide.
"Whilst there are areas we can develop in future – informed by the results of the survey – we've made a huge improvement on last year. I'm particularly proud of the way the team have supported our customers through such a challenging period, which is quite an achievement at a time when national customer satisfaction is on the decline. As we continue to navigate a rapidly changing business environment, we'll continue to endeavour to provide a high level of support to all those who need it."
As part of its ongoing commitment to service excellence, AAT is proud to be a member of the Institute of Customer Service, the independent professional body for customer service.
For more information about the UKCSI results, see AAT's Annual Report 2021.
