Yesterday's post by Dan (A cautionary tale about ISP Customer Care - the power of negative word of mouth) is not untypical of the frustration felt by literally hundreds and thousands of consumers across the country. We've mentioned before that we conduct the annual UK customer care study for the Customer Care Alliance. This deals specifically with how organisations respond to consumers with … [Read more...]
Tips for better customer surveys #3: Contact recent customers (check your email database)
May 12, 2009 By 5 Comments
If you are sending emails to your customers to ask them to take part in a survey, then you are performing a form of email marketing. This means that all the rules (whether law or best practice) still need to be adhered to. When you prepare a list of customers' emails to use for your next customer survey, take a moment to consider who you are inviting, especially if this survey is an annual … [Read more...]
BBC’s Watchdog survey shows UK customer service still poor
May 5, 2009 By 1 Comment
Yesterday’s BBC’s Watchdog programme published the results of a survey they have conducted on UK customer service. Out of 7,120 respondents, 5,169 (over 72%) said that customer service was getting worse and only 437 (6%) felt it was getting better. The remainder felt that it was about the same. The biggest issue appeared to be the difficulty in making contact by telephone and the Telephone … [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...]
