The score which can be used to benchmark against the national UK Customer Satisfaction Index (UKCSI) was acquired by surveying Johnson Fleming’s customers with the same questions included in the national index and places Johnson Fleming above the national UKCSI average of 77.1 and above the average score for the Finance – Insurance, 79.5.
The UKCSI business benchmark asks customers to rate organisations performance in various customer priority areas, and then uses these responses to create an index figure.
Johnson Fleming scored particularly highly in the professionalism priority with the helpfulness, friendliness and competence of staff being singled out for praise. With an overall score of well over the 80 point benchmark, Johnson Fleming have achieved a World Class rating, and when compared to the national results come out above such paragons of good customer service as Amazon, John Lewis and first direct.
Simon Fletcher, Chief Executive of Johnson Fleming commented
“These results are fantastic news and reflect the importance that both we and our clients place on the delivery of excellent service. For them to be achieved against the challenging backdrop of auto-enrolment and the implementation of the Retail Distribution Review is a real testament to the dedication and hard work of our people at Johnson Fleming.
We are seeing numerous instances where employers are having real difficulties with auto-enrolment particularly and it is clear that some are finding service delivery a real challenge. Our experience, expertise and real focus on customer service is clearly helping us to continue to excel, retain and win client mandates and improve our performance, - a trend not reflected in the survey, or market, as a whole.”
For media information related to Johnson Fleming, please contact:
Simon Dodd 0870 242 8600
James Davies 0870 242 8600
Notes to Editors:
About Johnson Fleming
Johnson Fleming is a leading, independent workplace pensions and benefits specialist, providing bespoke consultancy, administration and communication solutions.
For over 10 years we have continued to place client service and delivery at the heart of everything we do – quite simply, we take complete care of company pensions and the people behind them.
About the Institute of Customer Service
The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers’ experience and their own business performance.
The Institute is a membership body with a community of over 400 organisational members – from the private, public and third sectors – and over 5,000 individual memberships.
UK Customer Satisfaction Index
UKCSI (UK Customer Satisfaction Index) is the national measure of customer satisfaction. It is based on an online survey of consumers, geographically and demographically representative of the UK population. The January 2014 index is based on over 40,000 responses from more than 12,000 customers.
The UKCSI began in January 2008 and is published twice a year, normally January and July. The Index covers 13 sectors – 11 in the private sector as well as local and national public services. Sector reports giving a detailed breakdown of scores by sector and organisation are available.
Customers are asked to rate organisations on customer priorities that they have identified as important. Priorities are grouped in terms of professionalism;
UKCSI business benchmarking
UKCSI Business Benchmarking is an Institute tool to allow organisations to track customer service performance. Organisations survey a selection of their customers to measure their customer service performance using the same questions used in the national UKCSI. The results allow a score to be allocated which can be benchmarked against the national index.