Press Coverage

Eir and Facebook bottom of pile in customer satisfaction poll

Independent.ie | Tues, Oct 19, 2021
Ellie Donnelly

Customer satisfaction in Ireland is now at a seven-year low, according to the annual Irish Customer Experience report from CX Company, a digital solutions provider.

Ireland’s customer satisfaction score fell by 4.4pc in 2021, its biggest decline ever.

The results are based on an annual CXi (Customer Experience Ireland) survey, which is carried out on behalf of The CX Company by Amarách Research.

A total of 2,600 people took part in the survey in June and July and over 28,000 experiences of 150 companies were evaluated.

Eir replaced Ryanair in last position for customer experience, followed by Facebook, then the low-cost airline.

Approximately 44pc of respondents said Eir failed to meet their expectations. This is almost double the number (25pc) who said Ryanair failed to meet their expectations.

All three, along with the Department of Social Welfare, Irish Water, Sky and Virgin Media feature prominently in the list of companies that recorded the highest scores for failing to meet expectations during Covid-19.

The Credit Union has topped a ranking for best customer service for the seventh year in a row. However, it was the only financial institution here to make it into the top ten for customer experience.

Pharmacies and coffee companies enjoyed a strong customer experience through Covid, accounting for seven of the top 10 companies.

The five biggest jumpers were Energia, up 62 places to 69, Lifestyle Sports, up 47 places to 23. Lloyds Pharmacy, Free Now and An Post Money all jumped at least 40 places.

The five biggest fallers were Gamestop, the Passport Service, the National Lottery, Adverts.ie, and Abrakebabra.​​​​​​​​​​​​​​

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