Will London be ready for customers in 2012?

While controversy still rages over the Commonwealth Games currently being staged in Delhi concerns are being raised about whether service levels in the UK will be up to scratch for the London 2012 Olympics and the long term damage it could do to the economy

A significant proportion of UK customer service managers believe that essential public services - including transport facilities, policing and healthcare provision - will fall short at the 2012 Olympics, and warn of serious repercussions for the UK economy as a result, a new study by the Institute of Customer Service has found

Around a third (32%) of customer service managers do not believe that public services are good enough to cope with the additional demand anticipated during the Olympics. Findings include:

Jo Causon, chief executive of the Institute of Customer Service comments: “Any large scale event inevitably puts increased pressure on public services. However, the worldwide prestige of the Olympics also places these essential services under an intense global media spotlight, rendering excellence in service delivery imperative.

“Therefore, it is concerning that a relatively high proportion of customer service managers have limited confidence in public amenities.”
The vast majority (85%) of customer service managers warn that failure to deliver a quality experience to visitors during the Olympics will be an opportunity missed for the UK economy.

Causon adds: “The Olympics, as well as an exciting sporting event, represents a hugely valuable prospect for the UK economy. At a time when recovery from recession is precarious, it is vital that the UK capitalises on the financial opportunity involved in hosting the Olympics on home soil during both the event itself and the ensuing years.”

Customer service managers warn of the economic repercussions if the UK fails to match global service expectations at 2012.  Almost two thirds (63%) of customer service managers fear that failure to deliver a quality experience will cause long-term damage to the economy, whilst more than three quarters (77%) warn it will damage the UK’s reputation as a holiday and business destination.

Causon concludes: “The Olympics will afford Britain the chance to demonstrate the strength and quality of the service we provide on a worldwide stage. Presenting Britain as a quality tourist and business destination, which puts customer satisfaction at the top of the agenda will pay dividends in the wake of the games.

“We are calling for frontline customer service workers and managers to shoulder the responsibility of delivering a great customer experience. Being dynamic and concentrated in our efforts will translate this opportunity into real-term economic growth.”