The state of UK customer satisfaction: what every customer service leader needs to know


How organisations are improving customer outcomes & gaining competitive advantage in a challenging consumer service landscape

Learning outcomes include:

  • Assessing the customer service landscape: how organisations are preparing to address the immediate issues of operational performance and resourcing to improve declining customer satisfaction standards in 2024.
  • Operating in regulated markets: the key customer areas to focus your attention on in 2024 to satisfy FCA, Ofcom, Ofwat and Ofgem expectations.
  • Comparing customer attitudes to business beliefs: understand the priority areas that UK customers say they want organisations to improve in 2024.

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This research report compiles need-to-know insights from leading consumer bodies and UK regulators outlining the key service improvements organisations need to make in 2024. Download to discover the trends, challenges, and strategies for success that customer service leaders need to know now to get ahead.

“We’ve seen downturns in average handling times, wrap time reductions and improvements in fair outcomes as part of our quality assurance work – where Clever Nelly helps us to plug those gaps – and higher customer satisfaction.”


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