Join the panel and have your say in the Irish CSI
How will the IrishCSI work?
The IrishCSI is based on a self-completion web-based questionnaire. The results are based on a representative sample of Irish adults. Customers score organisations across 10 sectors on the each of the 20 factors that are most important to customers. They also answer a short sequence of questions about any complaints they have made and how their complaint was handled.
The questionnaire
The questionnaire is based on the top 20 Customer Priorities detailed in the Institute of Customer Service ICS research, customer priorities: what customers really want which is available from ICS at their online shop. Satisfaction scores are collected at each wave, with importance scores based on those generated by the customer priorities research which will be reviewed every 2 to 3 years.
The sectors
The IrishCSI collects data for all companies with a high share of the market in each segment of the private sector and the main players in the public sector. The aim is to cover over 50% of the market in each sector although, in practice, this will be more straightforward in some sectors than in others. In retail it would comprise a small number of companies whereas the services sector could involve a large number. The sectors are:
- Automotive
- Financial services
- Government
- Leisure
- Local government
- Retail
- Services
- Telecoms
- Transport
- Utilities
Reporting
The following results are reported on www.irishcsi.com which is free for anybody to access:
- IrishCSI plus overall scores for each Attribute and each Customer Priority
- Sector CSIs plus scores for each Attribute and each Customer Priority
- CSIs for the highest 2-3 organisations in each sector
- Satisfaction scores for the highest 2-3 organisations on each Customer Priority
- Top level trends and conclusions about the state of customer satisfaction in Ireland and recommendations for improving it.
To see results from the pilot customer priorities study, go to www.irishcsi.com.
Frequency
The objective is to provide fresh CSIs every six months at the beginning of January and July each year.
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