Bob Willett, Chief Executive of Best Buy's international operations is quoted in Sunday's Observer discussing Best Buy's (possible) entry into the UK electronics retail market: "I understand the level of scepticism, and that's healthy, but [Currys parent] DSG is the wrong comparison," says Willett. "This is a mature market - but that's an advantage because, John Lewis aside, no one provides … [Read more...]
Net Promoter Telecom Industry Scores
April 16, 2009 By 2 Comments
I have long been a fan of the Net Promoter scoring matrix. Fred Reichheld's simplistic approach to measuring customer loyalty works well for me and for Surveylab's clients. I see that Satmetrix, the company that works with Fred Reichheld, has just published a number of reports on Net Promoter scores in the US. They cost almost $1,000 an industry so I don't advocate buying any of them but they … [Read more...]
Facts & Figures: 2008 UK Customer Care Survey
March 27, 2009 By 1 Comment
The Customer Care Alliance is a consortium of companies in the customer care measurement and management industry that regularly surveys the impact of customer care. Three national studies have been conducted in the UK since 2004 with the last, representing the views of nearly 8,000 consumers being published last year. This study highlighted that 83% of consumers had experienced at least one … [Read more...]
Fairness in business (again)
December 3, 2008 By Leave a Comment
My last post about our survey's findings - treating customers fairly was very timely... I didn't realise it was such a buzzword in the mainstream media e.g. Gordon Brown makes fairness the theme of Queen's Speech (The Times 3/12/08), but then if Gordon and Her Majesty have been reading our findings that's great :-) … [Read more...]
Are you being served (fairly)?
November 28, 2008 By Leave a Comment
Perhaps it's a British thing? Queueing and complaining, and also expecting to be treated fairly? "Hang on there old boy, that's not cricket!" We published another article yesterday entitled Treating Customers Fairly and Future Purchase Intention that looks at how customers felt they were treated when contacting/compaining about a problem and how this relates to their willingness to buy from … [Read more...]
Why customers don’t complain?
November 13, 2008 By Leave a Comment
In the UK Customer Care Survey conducted earlier this year, we investigated the contact handling experience of consumers reporting a problem with the product or service they used. Of the 8,873 respondents who answered that they had a problem with the products or services they used in the last year (across all industry sectors), 83% contacted or complained to the organisation at fault. This … [Read more...]
UK Customer Care Study – results
November 13, 2008 By 1 Comment
At work, we've finally published the top-line findings to the UK Customer Care survey (opens in Adobe PDF). I also spent a little time looking at the reasons why customers don't complain. There is tons of data and we hope to present more results in the coming weeks. … [Read more...]
