Tag Archives: survey

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 →

Posted in Current Affairs, Customer Service, Strategy, Travel | Tagged , , , , , , , , , , , , , , | Leave a comment

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 →

Posted in Contact Centres, Current Affairs, Customer Service, Travel | Tagged , , , , , , , | Leave a comment

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 →

Posted in Contact Centres, Current Affairs, Customer Service, Social Media | Tagged , , , , , , , , , , | 2 Comments

British customers don’t believe that the omnichannel is working

Posted on April 15, 2014 by Matt Sims

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 →

Posted in Current Affairs, Customer Service, Marketing, Social Media | Tagged , , , , , , , | Leave a comment

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 →

Posted in Contact Centres, Current Affairs, Customer Service, Social Media | Tagged , , , , , , , , | 1 Comment

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 →

Posted in Current Affairs, Customer Service, Innovation, Utilities | Tagged , , , , , , , , , , | Leave a comment

British people have the highest customer service expectations in Europe

Posted on December 5, 2013 by Matt Sims

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 →

Posted in Contact Centres, Current Affairs, Customer Service | Tagged , , , , , , , , , , | Leave a comment

Next on top for retail customer service

Posted on December 3, 2013 by Julia Gibbs

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 →

Posted in Current Affairs, Customer Service, Innovation, Marketing, Retail, Social Media | Tagged , , , , , , , , , , , , , | Leave a comment

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

Posted on August 30, 2013 by Julia Gibbs

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 →

Posted in Contact Centres, Current Affairs, Customer Service, Social Media | Tagged , , , , , , , , | 2 Comments

Does your company have a social CEO?

Posted on August 5, 2013 by Julia Gibbs

LinkedIn has just published a new list of the top 30 CEOs using social media. What’s interesting about this new list is that it attempts to combine activity on networks such as LinkedIn and Twitter with blogging and how the … Continue reading →

Posted in Contact Centres, Current Affairs, Customer Service, Social Media | Tagged , , , , , , , , , , , | Leave a comment