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Sector-based C-Sat Measure Launched in UK
Customer satisfaction specialist CFI Group has this week launched what it describes as the first UK National Customer Satisfaction Index (NCSI-UK) for banks, supermarkets and mortgage lenders.
The results are based on a sample of 5,383 consumer responses and use the well-established methodology of the University of Michigan's American Customer Satisfaction Index (ACSI). The survey also covers customers' expectations, perceived quality, perceived value, complaints, loyalty and measures such as corporate social responsibility.
In the US, the ACSI is a much-quoted key indicator of corporate performance and economic strength, but the firm says this is the first time the methodology has been applied to the UK market.
Results from the first wave show Waitrose leading companies in all sectors, with a customer satisfaction score of 82 on the Index's 0-100 scale - the mean for all supermarkets included is 72 and Somerfield ranks lowest with 63. Abbey has the lowest satisfaction in both financial categories, with scores of 64 for retail banking and 65 for mortgages - the mean scores for the sector as a whole are 71 and 70 respectively.
The company, which has 12 offices worldwide and was launched in 1988 by University of Michigan professor Claes Fornell, is online at www.cfigroup.com , while the new service has its own home page at www.ncsiuk.com .
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