Category Archives: Market Research

82% of Retailers Believe they Provide a High Level of Customer Experience, but 72% of Consumers Disagree

PRESS RELEASE: Consumers confirm they’re being let down when it comes to experiencing a consistent, positive and true to brand value experience across the multitude of channels available to them. In a thought leadership and research report commissioned by Qmatic and entitled “Great Expectations” Vanson Bourne, a specialist technology market research company, has revealed that there is a disconnect between how retailers rate their performance and customer perceptions of actual service delivery. Continue reading 82% of Retailers Believe they Provide a High Level of Customer Experience, but 72% of Consumers Disagree

Lithium Launches Inaugural Customer Expectations Survey

LIthium Logo BlackPRESS RELEASE: Lithium Technologies today released data from a survey conducted online on their behalf by Harris Poll in April among over 2,100 American adults who are online that sheds light on how the Internet may be changing the country’s expectations and behaviors. The survey covered a broad spectrum of online behaviors and attitudes, exposing what Americans want from their online experiences and the brands with which they do business online. Continue reading Lithium Launches Inaugural Customer Expectations Survey

New research from Ovum says Financial Services industry out of step with FCA regulations

PRESS RELEASE: UK Financial Services companies are still struggling to comply with The Financial Conduct Authority regulations which require them to record mobile phone conversations, a new report from analyst firm Ovum has found. Research from call compliance specialist TeleWare, who sponsored the paper, estimates that as many as 45,000 mobile devices are at risk of non-compliance. This is far higher than the 25,000 often cited by the industry. Continue reading New research from Ovum says Financial Services industry out of step with FCA regulations

82% of Retailers Believe they Provide a High Level of Customer Experience, but 72% of Consumers Disagree

PRESS RELEASE: Consumers confirm they’re being let down when it comes to experiencing a consistent, positive and true to brand value experience across the multitude of channels available to them. In a thought leadership and research report commissioned by Qmatic and entitled “Great Expectations” Vanson Bourne, a specialist technology market research company, has revealed that there is a disconnect between how retailers rate their performance and customer perceptions of actual service delivery. Continue reading 82% of Retailers Believe they Provide a High Level of Customer Experience, but 72% of Consumers Disagree

Businesses lose £750,000 as Europe lags behind rest of the world in meeting customer expectations

PRESS RELEASE: Fewer than 20% of companies globally are delivering the level of service their customers expect, according to a new study from Avaya, a global provider of business collaboration and communications solutions and services. The research suggests that European companies lag behind their Asian and American counterparts when it comes to closing the gap between customer expectations and the service they deliver and are missing out on potential profit increases as a result. Continue reading Businesses lose £750,000 as Europe lags behind rest of the world in meeting customer expectations