Category Archives: Market Research

Call centre MOTs set to expire as only half do annual checks

aspect-logo-std-full-RGBLast year, Ofcom fined several companies for breaching silent and abandoned call rules, including its biggest fine yet of £750k to one firm. A recent survey of contact centre professionals by Aspect Software has discovered that almost two in five senior contact centre professionals in the UK admit that they are not, or they don’t know whether they are currently Ofcom compliant. Continue reading Call centre MOTs set to expire as only half do annual checks

8 in 10 people stop interaction with an organisation because it’s ‘too hard’

Just two in ten organisations rate customer effort – the level of frustration, amount of time invested and the number of times an organisation is contacted – as a top three measure of customer experience. This is despite 8 in 10 respondents of a Customer Contact Association (CCA) member survey, in partnership with Capita Customer Management, admitting that they have stopped interaction with an organisation because it was too hard. Continue reading 8 in 10 people stop interaction with an organisation because it’s ‘too hard’

Study Reveals Rise of Web Self-Service as Preferred Customer Service Channel for AUS/NZ Businesses

KANA LogoKANA Software, Inc., a global leader in customer service solutions used on premises or in the cloud by more than 900 organisations announced the results of its Top Customer Service Channel Trends global research. The survey conducted in partnership with customer strategist and Principal Analyst of thinkJar, Esteban Kolsky, provides a comprehensive overview of the most prominent channels being used to support customer service by companies today.  Continue reading Study Reveals Rise of Web Self-Service as Preferred Customer Service Channel for AUS/NZ Businesses

[24]7 Survey Says the Phone Continues to Be an Important Channel for Credit Card Customers

According to a survey* released by [24]7, the intuitive customer experience company, when it comes to interacting with a credit card provider, one out of two respondents begin their customer service interactions with a phone call, despite the efforts by companies to direct customers to self-serve on the web. Given these findings, credit card providers should rethink the phone channel solution that they offer to customers in order to increase customer loyalty, satisfaction and their overall experience.  Continue reading [24]7 Survey Says the Phone Continues to Be an Important Channel for Credit Card Customers

Research: Permissions and strong customer relationships critical for SoLoMo marketing to succeed

New research on Social Local Mobile (SoLoMo) marketing by customer insight company GI Insight reveals that 70% of UK consumers are only happy to receive location-based commercial messages via their mobile phone if they have given prior permission for the company sending the communications to contact them.  Continue reading Research: Permissions and strong customer relationships critical for SoLoMo marketing to succeed