According to an analysis of Trustpilot data, the HR and recruiting sector was ranked second for customer service.
was published by Esendex. The findings gave each sector an index score of 100 based on Trustpilot reviews and customer sentiment ratings. HR and recruiting scored 89.7 on the index and received an average Trustpilot rating of 4.6. This placed it in second place overall.
The analysis of sentiments of key terms revealed that HR and recruitment scored high in customer satisfaction (4.4), experience (4.5) and service (4.6). These results show that customers are highly satisfied with the customer service provided by this sector.
Focusing on the employee experience and providing personalised recruitment services are seen as contributing factors to the industry’s strong performance. The combination of a deep understanding of candidate and client needs and a customer-centric strategy has probably helped HR and recruitment maintain positive customer relations and build trust over time.
HR and Recruiting Outperforms the Industry Average
The HR and recruiting industry performed above the average for its sector, with a Trustpilot rating of 4.1 out of 5 and an index of 76.8. According to the Institute of Customer Service, UK customer satisfaction is at its lowest level in nine years. In a research published in July 2024, it was estimated that bad customer service cost UK businesses more than PS87.6 billion each year.
In addition, the report emphasized that customer service is crucial to business success. The report found that 83 per cent of customers cite good service as the most important factor when making purchasing decisions.
Richard Hanscott said that customer service was a crucial part of business operations, and it is important to not put this at the bottom of your priority list. Businesses must adopt multi-channel, fast and flexible communication solutions to meet the growing expectations of consumers.
Construction and manufacturing scored 89.9 points out of 100. However, it was slightly below average in terms of customer satisfaction (4.3). Third place was taken by the health and medical industry with an 88.0 score, while education came in fourth with 87.8.
Retailers are the worst at providing customer service
Hanscott continued, “The findings of our Customer Service Report highlight how industries such as HR and recruitment are setting the standards by prioritising clear communication, efficiency and building positive relationships with customers.” The sector’s index score of 89.5 shows its commitment to maintaining a positive customer experience in order for it to achieve long-term success.”
The retail sector scored just 51.4 points out of 100. This is a reflection of widespread dissatisfaction among consumers, especially as the pressure on ecommerce providers has grown. Ofcom’s post-monitoring annual report showed an increase of 8.3 percent in UK parcel volume from 2023-2024. This increased pressure on delivery services and complaint management.
The housing associations sector and the banking and financial services sector scored poorly on customer service as well, with scores of 55.7 and 61.9 respectively.
