The 2023 UK Customer Satisfaction Index (UKCSI) was published a few weeks ago and showed the lowest score since 2015, with such a sharp drop in satisfaction, the likes of which have not been seen since 2008. As a customer, there's nothing more frustrating than receiving subpar service or experiencing a product that doesn't meet your expectations. As a business, low customer satisfaction leads to negative reviews, increased cost to serve, lost customers and a loss of customer wallet share (CWS). That's why the results of the 2023 UK Customer Satisfaction Index (UKCSI) are so concerning.

This gloomy news is of course, disappointing, but it's also an opportunity for businesses to learn and re-evaluate their customer service strategies and make improvements.

Close your eyes and think about the last time you transacted with a small business, an independent hustle or a new startup. Did you open your delivery to find a personalised thank you note? Was the last email you read from them quirky, interesting, or fun?

Did the customer service person you spoke to take the time to listen, understand your needs and talk to you like a friend?

Are you smiling?

That’s the startup magic, the special something that small businesses have, that fresh-faced independent’s ooze. It’s personality and care which creates an impactful customer experience.