Tag Archives: research

Is Twitter really the least effective channel for #custserv?

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

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?

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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Engaging with customers using social media

A recent post on the blog by Alistair has caused some considerable discussion online and with my colleagues and friends in the industry. Alistair explored some data published by the Economist Intelligence Unit that suggested within three years the primary … Continue reading

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British people have the highest customer service expectations in Europe

What is the ‘purpose’ of customer support? What would happen if you didn’t offer a support channel to customers? And what do your customers think that the support channel is for? According to new research from Zendesk a shocking number … Continue reading

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Next on top for retail customer service

New research from IMGROUP has named retail chain Next as the best UK high street retailer for their use of social media beating other companies such as Argos, John Lewis, and M&S. Next managed to respond to 92% of enquires … Continue reading

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Is social media now the fastest and most reliable way to complain?

If you want to complain about a product or service, how would you normally get in touch with the company that has caused you to complain? Call the customer contact number? Send an email detailing your complaint? A new survey … Continue reading

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