Tag Archives: research

Webinar: Customer Service – Staying One Step Ahead

Posted on November 8, 2016 by Matt Sims

On Wednesday this week I’ll be participating in a Webinar focused on how customer service is changing and how companies with expertise in delivering a great customer experience (CX) are developing a new role as partners to their clients. The … Continue reading →

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What Do UK Rail Passengers Really Want?

Posted on October 30, 2015 by williamvcarson

This article is by Sasha Jenkins, Business Development Director at Teleperformance UK. Twice a year, the independent transport user watchdog, Transport Focus, collects data on what rail passengers think of the service they receive. The National Rail Passenger Survey (NRPS) … Continue reading →

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Building Brand Advocacy in a Virtual World

Posted on April 27, 2015 by Matt Sims

If a friend or family member personally recommends a product to you then that’s the best possible form of advertising. If you trust the opinion of someone close to you then that’s all you need to make a purchasing decision. … Continue reading →

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Outsourcing: does size really matter?

Posted on August 12, 2014 by Matt Sims

A recent blog by William Carson here on the Teleperformance UK pages explored the perceptions of size in a partner company. This is a question any company executive will ask when they are about to select a partner to work … Continue reading →

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True innovation comes from a deep understanding of the present – and past

Posted on August 4, 2014 by williamvcarson

When industry analysts and other key influencers hand out awards and accolades, there are generally two important measures of success; who is operationally the best at delivering a great service day after day and who is the most innovative and … Continue reading →

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Can great service at John Lewis fight the ‘showrooming’ trend?

Posted on May 2, 2014 by darrenwakeling

John Lewis has been voted the UK’s best retailer in terms of customer service for another year, as well as the leading electricals retailer according to Verdict Research. The Verdict Customer Satisfaction Awards survey showed that John Lewis obtained scores … Continue reading →

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UK travels firms exploring better customer service

Posted on April 22, 2014 by Julia Gibbs

A new report from Elitetele.com where they questioned senior travel professionals about their industry shows that in over 80% of responses, the industry leaders believe that improved customer service and more productive staff are the main areas of focus for … Continue reading →

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Is Twitter really the least effective channel for #custserv?

Posted on April 16, 2014 by Julia Gibbs

Econsultancy featured an article recently that explored new research suggesting that Twitter is the least effective customer service channel in the UK. The research found that companies do respond to tweets, and some respond very quickly indeed, but it is … Continue reading →

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Consumers say that service getting better

Posted on March 5, 2014 by Matt Sims

The British Standards Institute (BSI) recently published some new research on attitudes to customer service in the UK and the good news is that people think that service is getting better. In fact the comparison from 2008 to 2013 is … Continue reading →

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Would you allow a utility to control the energy use in your own home?

Posted on February 11, 2014 by stuartmorristp

In my last blog I mentioned the challenges or rolling out smart meters across the UK and how there is a growing sense of concern amongst some consumers about issues related to privacy. I was therefore interested to see the … Continue reading →

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