Customer Service Satisfaction Levels – the secret to building your business?

Introduction

If only companies and organisations had customer service to match their sales channels? Just how powerful and successful would they be? Sales tends to be seamless, whether online, instore, by App or social media – purchasing is the easy bit. However, should the product or service not live up to expectation, just how easy is it to rectify? Customer service satisfaction levels are not where they should be.

The Good

According to the Institute of Customer Service and their most recent awards ceremony, the likes of Ocado, Specsavers, Octopus Energy, Dulux Decorator Centre are all worth a mention. Outsource Accelerator also names John Lewis, Amazon, British Airways, M&S and more. Good customer service promotes loyalty, referrals and positive feedback. Remember it’s cheaper to keep a customer you have than attract a new one!

The Bad

According to the UK Customer Satisfaction Index, levels are at their lowest since 2010, which has been predominantly caused by cost pressures on organisations, staff shortages post Brexit and lack of investment. A New Britain survey in 2025 found 78% of respondents were frustrated by customer services responses. So we have a very real problem in terms of the quality of customer service.

The Ugly

So where are customer service satisfaction levels at their lowest? The sectors ranked the most frustrating by consumers from the worst include: GP and NHS Appointments, Local Council Services, Energy Suppliers, Train Operators, Broadband and Insurance companies.

On the whole Public Sector ranks lower than Private Sector, but is that to be expected as you don’t have choice in the Public Sector?

Customer Service Satisfaction Levels – how Saascoms can help

Saascoms Contact Centre, Customer Services Software and messaging services are currently utilised by over 700 global brands, helping them deliver outstanding customer service.

Omnireach is our signature product, delivering multi-channel digital communications driven by AI to reduce customer waiting times. Omnireach resolves up to 93% of issues digitally and for clients ‘serve more customers accurately and reduce contact centre costs’.

Mailmaster can securely send digital letters to customers, speeding up the delivery process and reducing postage costs. It can also be used for setting appointments, customer surveys and more.

txtpro is our SMS service ideally suited to marketing campaigns or communicating important information to customers. All from a self-service portal.

Resolution is our self-serve debt management portal. Financial debt is a sensitive and emotional subject, Resolution gives the power and the dignity back to the customer to manage repayment plans.

Conclusion

Good customer service can improve brand reputation, increase customer loyalty, customer referrals and positive word of mouth. Bad customer service satisfaction levels can impact your brand, your top and bottom line and lead to negative feedback.

Saascoms software solutions can deliver tangible improvements to your customer services rating, while helping increase efficiencies, reducing costs and increasing satisfaction.