Tag Archives: survey

What Do UK Rail Passengers Really Want?

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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UK travels firms exploring better customer service

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?

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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British customers don’t believe that the omnichannel is working

Marketing Week focused on customer service last week as one of their trending topics, in particular why and how customers will switch brands because of poor service. New research published in Accenture’s Global Consumer Pulse suggests that 53% of consumers … 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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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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