According to the July 2022 UK Customer Satisfaction Index, The Disclosure and Barring Service (DBS) is the UK public organisation with the highest customer satisfaction ratings (UKCSI). DBS also received this placement in the UKCSI for January 2022.
The Institute of Customer Service publishes the index twice a year, and it is based on feedback from more than 10,000 customers. It serves as a national standard for measuring customer satisfaction and includes 272 organisations from 13 different industries.
The Driving and Vehicle Licensing Agency, the Environment Agency, and HM Passport Office were among the 12 other public sector organisations against which DBS was evaluated in the report.
DBS scored 81.6 out of 100 for customer satisfaction. Public sector organisations received an average rating of 75.3.
Customers gave DBS high marks in the UKCSI report for qualities like reputation and trust, being open and transparent, and whether they would advise a friend or relative to use DBS services.
DBS’s chairman, Dr. Gillian Fairfield, and CEO, Eric Robinson, said:
“The fact that DBS has been named the highest-rated public service organisation for customer satisfaction in the UK is a testament to the dedication of our staff.
The fact that we’ve been given this recognition twice in a row shows how hard we work to enhance the customer experience and how dedicated we are to offering services that are of the highest calibre, trustworthy, dependable, consistent, timely, and accessible.
The Institute of Customer Service’s CEO, Jo Causon, added:
“Some businesses have adapted well and responded to changes in their customers’ circumstances and needs during this difficult period of disruption and uncertainty.
DBS’ continued success in the UKCSI is encouraging and demonstrates that public sector organisations that support their clients through difficult times by reassuring, engaging, and keeping their promises will be rewarded with client loyalty as we emerge from this crisis.