Category Archives: Market Research

Twitter least effective customer service channel for UK brands, according to new study

PRESS RELEASE: Many UK companies are still struggling to deliver adequate customer service through the web, email, social media and web chat channels, with Twitter performance particularly patchy according to a new study. Only 39% of companies were able to answer customer service questions asked through Twitter – despite 76% of organisations now being contactable through this channel. Continue reading Twitter least effective customer service channel for UK brands, according to new study

Ventana Research Releases Benchmark Study on Next-Generation Customer Analytics

PRESS RELEASE: Ventana Research this week released the findings of its latest benchmark research, on the topic of customer analytics and its intersection with next-generation technologies including big data, cloud computing, mobile technology and social collaboration. The research study was sponsored by Transera, the Customer Engagement Analytics in the cloud company.  Continue reading Ventana Research Releases Benchmark Study on Next-Generation Customer Analytics

On-premise frustrations are fuelling the cloud-based contact centre explosion

PRESS RELEASE: The contact centre market is undertaking a fundamental shift, with more than one in three contact centre managers actively considering a move to the cloud in the near future. A new research report from cloud-based contact centre software provider Magnetic North, entitled ‘Ahead in the cloud: Why contact centres are moving to cloud-based solutions’, also reveals that the last two years have seen an openness to the cloud grow for a further third of contact centre managers.  Continue reading On-premise frustrations are fuelling the cloud-based contact centre explosion

Juniper Research Forecasts 130 Million Mobile Video Calling Users by 2018 as Revenue Models Shift

PRESS RELEASE: While users of mobile video calling services such as Skype are forecast to increase to over 130 million users by 2018, question marks remain over the potential for mobile video calling to generate revenues in its own right, a new report from Juniper Research has found.  Continue reading Juniper Research Forecasts 130 Million Mobile Video Calling Users by 2018 as Revenue Models Shift

Research Report Reveals UK Shoppers are a Hardened Nation of Price Conscious Bargain Hunters

New research into how the UK’s shoppers are interacting with discounters has been launched today by Shoppercentric, a leading independent shopper research agency. The report, entitled: “WindowOn…The Rise of the Discounters” surveyed more than 1,000 UK shoppers aged 18+ on their usage of these types of stores and provides insight on why the middle ground supermarkets need to watch out.  Continue reading Research Report Reveals UK Shoppers are a Hardened Nation of Price Conscious Bargain Hunters

UK consumers less tolerant to poor service than US counterparts, finds research

NVM logo jpgNew research from NewVoiceMedia reveals that UK consumers are less tolerant to poor customer service than those in the US. Coupled with findings that they spend more prior to switching to a competitor, UK businesses are losing twice as much as American companies each year¹. But service should remain a top priority for US firms, as Americans are twice as likely to tell others about a bad experience. Continue reading UK consumers less tolerant to poor service than US counterparts, finds research