The results? There’s room to improve.
Of those who felt extremely frustrated, 46% blame this on not being able to make contact through their preferred communications channel...
-- but many others did not...
Felt extremely dissatisfied
in the channel of their choice:
Vonage Vice President of Sales for EMEA
“It is essential for public sector organisations to stay connected to service users from anywhere, through their preferred communications methods as the demand for exceptional customer experiences has never been greater."
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Research conducted via London-based insights agency, Opinion Matters. Sample: 2,003 UK-based adults who have had reason to be in contact with public sector organisations since the Covid-19 lockdown started. Field dates: 27.05.2021-03.06.2021. Response percentages may not add up to 100% due to rounding. Response percentages may exceed 100% if the question allows respondents to select multiple answers.
About the research
*About the research
44% of all respondents missed an appointment due to communication issues with a public sector organisation
This soars to a staggering 70%of 18-24 year-olds
Is the UK Public Sector Underperforming in Customer Experience?
Only 13% of respondents feel it’s easy to contact the public sector
For those who did recently have contact, half (53%) had good experiences, feeling “extremely relieved"
Vonage surveyed* 2,003 UK adults who were in contact with public sector organisations since the Covid-19 lockdown started, to uncover their views on the customer experience of public sector organisations.
88% of respondents want important messages sent directly to them
Missed appointments, which cost £216 million a year, according to NHS data
The impact of poor communications?
yet this would’ve enhanced the customer experience for 71% of respondents
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