Retail shifts from transactions to relationships

Customers in the UK are increasingly dissatisfied with the sales experience, and the automotive sector is not immune from the trend. The latest UK Customer Satisfaction Index (UKCSI) released by the Institute of Customer Service reflects the lowest level of overall satisfaction since January 2010. The index covers 13 different industry sectors and the automotive segment comes in with a score of 78, just above the average of 76. Automotive World spoke with Jo Causon, Chief Executive of the Institute of Customer Service, on the implications for the automotive industry.