YPO sets out customer service challenges facing public sector

Budget, reduced staff numbers and barriers to innovation are the biggest challenges to improving customer service in the public sector according to new research from YPO, the UK’s largest public sector buying organisation.

To mark National Customer Service Week 2017 (Oct 2-6), YPO, one of only a handful of public bodies to be a member of the Institute for Customer Service (ICS), has revealed the findings of national research among public sector workers and UK consumers¹. The survey, which explores the realities of customer service in the public sector, found half (49%) of those working in the public sector say budgetary constraints and reduced staff numbers are the biggest challenge to delivering good customer service now and in the future (39%). While stretched budgets are also cited as a barrier to innovation.

Against a backdrop of rising financial pressure for public organisations the advent of social media is putting further pressure on customer service as it changes the way consumers and service users communicate.  The social shaming power of Twitter and Facebook has seen public organisations formalise their digital approach.

Jo Marshall, Executive Director at YPO comments, “As public sector organisations face the challenge of decreased funding coupled with increasing demand, they are looking to find new, innovative ways of working to improve customer service. This research explores what good customer service looks like in the public and private sector, challenges and barriers to good customer service and what it feels like for those who deliver and receive services.” Read more here

If you would like to know more about delivering effective and quality customer service, Jo Marshall will be speaking at the Public Sector Show on 26 June 2018.