The recession seems to be having a positive effect on customer service. That’s according to the latest national measure of customer satisfaction from the Institute of Customer Service.

Organisations are paying more attention to customers’ needs and trying harder to retain business by improving the quality of their service and the way they provide it.

The latest UK Customer Satisfaction Index (UKCSI) reveals encouraging improvements in service delivery and performance across most sectors.

More than 25,000 people were asked about their personal experiences of service across the private, public and third sectors. Organisations were rated on factors that customers consider are most important; these include professionalism, quality and efficiency, problem solving, timeliness and being easy to do business with.

The benchmark for world-class customer satisfaction is an index score of 80 or above and 37 organisations and professions achieved this rating.

John Lewis topped the poll for service with a new record customer satisfaction score of 90. Other top performers include Waitrose, the Fire and Ambulance Service, Marks & Spencer, Mazda and the RAC.

“These results show organisations are trying hard to keep consumers satisfied,” says Jo Causon, chief executive, Institute of Customer Service.

“However we realise from the wide range of scores across the sectors that there is no room for complacency.”

The latest survey also asked customers for their opinions about which country offers the best service. The UK came out on top with 46%, comfortably ahead of the US with just 25.5% of the vote. Germany trailed in third place with 7.9%.

Download the executive summary for the full results: ICS UK Customer Satisfaction Index (UKCSI)

We were joined on the day by Ruth Evans from the Institute of Customer Service (ICS) who was speaking on behalf on Ted Johns, Chairman of the ICS. Ruth spoke about ‘Improving the Customer Interface’ and asked the question: “What does it really mean to be World Class?”.

The venue was fantastic and we fully recommend it for anyone planning a similar event in future. The day ended in a tour of the stadium including a visit to the players’ dressing rooms and the experience of walking the steps to the Royal seats, following the same route as many winning World Class players of the present and future when they receive their trophys and medals.

A delegate from the day said: “Really good day, the session from the Institute of Customer Services was thought provoking and prompted me to ask how to make more of our service proposition.”

If you would like to download a copy of the ICS slides, click here.

Gold Certified Partners are the highest level of certification recognised by Microsoft. In order to be recognised as a Gold Partner, eg was required to demonstrate its proficiency in a number of relevant Microsoft competencies. Each competency has a unique set of requirements and benefits, formulated to accurately represent the specific skills and services that partners bring to the technology industry.

eg achieved capabilities in three competencies: Business Intelligence, ISV/Software Solutions and Custom Development Solutions.

Phil Jones, Chief Technology Officer of eg, said: “Retaining our Gold Certified Partner status in the Microsoft Partner Program shows our clients that we are committed to delivering the highest quality of operations management software products and services. It is also a reflection of the dedication of our Software Development teams who ensure we meet and exceed the requirements of each competency.”

As a Gold Certified Partner eg will receive a valuable set of benefits, including training and technical support, which will help eg to continue to provide products and services which satisfy the needs of its clients.