Adrian Swinscoe

APRIL 13, 2024

Last year, I spoke to Darren Rushworth, President of NICE International, about the UK’s Financial Conduct Authority (FCA) new Consumer Duty regulations and how they were […] The post Two thirds of UK customers may be vulnerable but not obviously so first appeared on Adrian Swinscoe.

Financial 59

Financial Consumers Customers Customer Journeys 59

Experience Matters

APRIL 3, 2017

We just published a Temkin Group report, 2017 Temkin Experience Ratings, UK. The UK Temkin Experience Ratings is a cross-industry, open-standard benchmark of customer experience. To generate these scores, we asked 5,000 UK consumers to rate […]. firms over the past seven years.

Report 185

Report Groups Consumers Industry 185

Experience Matters

NOVEMBER 20, 2017

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to rate their loyalty with the companies that they had interacted with during the previous 90 days. The post Dataset: 2017 Temkin Loyalty Index, UK appeared first on Customer Experience Matters®.

Loyalty 161

Loyalty Analysis Study Consumers 161

Alida

JUNE 10, 2020

Virgin Money UK is not a traditional bank. Their mission to disrupt the status quo with bigger, bolder banking experiences is helping to set them apart from UK high street banks.

Banking 130

Banking Customer Expectations Customers Customer Experience 130

customer sure

NOVEMBER 27, 2023

We’re delighted to announce that CustomerSure has been named as a finalist in the Trusted Quality Provider category at the Institute of Customer Service ‘UK Customer Satisfaction Awards’ for 2024. We’ve seen very rewarding results - CSAT, CES and NPS have all increased since implementing our survey strategy.”

Customer Satisfaction 62

Customer Satisfaction Conference Healthcare Insurance 62

Experience Matters

JULY 31, 2017

and UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics. consumers and 5,000 UK consumers about their experiences with companies. companies) and 157 in the UK (see UK companies). In this post, I examine the 2017 Temkin Emotion Ratings for the U.S.

Metrics 120

Metrics Consumers Survey Feedback 120

CSM Magazine

SEPTEMBER 28, 2023

Commercial and domestic fit-out company, FSE UK is reporting a six-fold expansion since implementing a cloud-based job management system and mobile app from BigChange. “Before BigChange I spent my day spending and receiving WhatsApp messages,” commented Rob Holt, Head of Building Services at FSE UK.

Customer Relationship Management 59

Customer Relationship Management CRM Hospitality System 59

ijgolding

MARCH 1, 2018

It is very likely you have read various articles over the last few years describing how the UK’s communication service providers are struggling to cope with constant market change. The researcher only uses your responses to help UK service-providers to improve your experiences as a customer.

Communication 136

Communication Survey Telecommunications Study 136

ijgolding

SEPTEMBER 30, 2014

If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience Awards. The UK Customer Experience Awards is for any organisation wishing to share the amazing things they have done in the last twelve months to genuinely put customers at the heart of everything they do.

Customer Experience 255

Customer Experience Groups Transportation Financial 255

Helen Dewdney

JANUARY 23, 2023

The Institute of Customer Service January 2023 figures The Institute of Customer Service (ICS) has today released its latest UK Customer Satisfaction Index (UKCSI) figures, based on the organisation’s own research. The UKCSI shows that overall UK customer satisfaction fell by 0.7 points year on year, to 77.7 (out out of 100).

Customer Service 70

Customer Service Consumers Customer Satisfaction Tips 70

Experience Matters

JULY 17, 2017

and UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics. In this post, I examine the 2017 Temkin Effort Ratings for the U.S. In January 2017, we surveyed 10,000 Read More.

Metrics 120

Metrics Survey Customer Experience Customers 120

CSM Magazine

OCTOBER 17, 2023

Hybrid working and Artificial Intelligence (AI) are revolutionising the role of the agent worldwide but UK contact centres believe it takes more than technical training to build a highly effective team. UK contact centres are a practical bunch. How about your agents, do they even come into the KPI equation?

Self Service 52

Self Service Contact Center Customer Centricity Effort Score 52

Optimove

NOVEMBER 2, 2023

UK Meds is an online clinic that provides convenient and affordable healthcare solutions to individuals in the United Kingdom. Before partnering with Optimove, UK Meds faced several marketing challenges. UK Meds brought email design in-house, saving costs and gaining complete control over their templates.

Marketing 52

Marketing Social Media Groups Healthcare 52

Experience Matters

JUNE 12, 2017

This year we’re publishing the 2017 Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 […]. Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them.

Groups 161

Groups Loyalty Industry Measurement 161

TechSee

JANUARY 14, 2021

With the number of new daily confirmed cases of COVID-19 in the UK exceeding 60,000, the country has officially entered its third national Coronavirus lockdown. 63% of UK customers said they would be more loyal to a company that is innovating with remote support tools during the pandemic. Full inoculation is far on the horizon.

Loyalty 109

Loyalty Consumers Meeting Customer Expectations 109

ijgolding

OCTOBER 17, 2018

is the annual staging of the UK Customer Experience Awards. Customer Experience as a profession continues to evolve at pace – and the UK Customer Experience Awards is evidence of that. The ‘best’ judging panel at the 2018 UK Customer Experience Awards!! For many, their efforts were justly rewarded.

Customer Experience 156

Customer Experience Effort Score Customers Meeting 156

Adrian Swinscoe

OCTOBER 31, 2022

The post UK consumers say it’s good to talk but are contact centres really listening? This is a guest post by a Graeme Meikle, a Senior WFM Consultant and Project Manager for Calabrio. Despite a rise in digital interactions, the phone […]. first appeared on Adrian Swinscoe.

Consumers 98

Consumers Consulting Interaction Management 98

Beyond Philosophy

DECEMBER 19, 2017

Every time I go back to the UK I feel like I took a step back in time. The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging.

Effort Score 153

Effort Score Customer Centricity Consulting eBook 153

InMoment XI

FEBRUARY 28, 2015

US customers have higher expectations than UK ones, and US companies have been quicker to adopt customer experience platforms and technology. Nigel Cover of MaritzCX assesses whether the UK has anything to learn from across the Pond.

Customer Experience 227

Customer Experience Technology Customers Company 227

Experience Matters

JULY 24, 2017

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to provide Net Promoter® Score (NPS®) ratings for the companies that they had interacted with during the previous 90 days. When we compare NPS to the 2017 Temkin Experience Ratings, UK , we find a very high level of correlation. Download dataset for $295+.

Net Promoter Score 120

Net Promoter Score NPS Transportation Insurance 120

ijgolding

JANUARY 12, 2018

If you happen to live in the UK and regularly have to rely on public transport to commute to and from work, the heralding of a brand spanking new year is unlikely to have filled you with much joy – from the commuting perspective that is. Many of the UKs train franchise owners are in the midst of an industrial dispute.

Industry 156

Industry Transportation Travel Government 156

InMoment XI

FEBRUARY 28, 2015

US customers have higher expectations than UK ones, and US companies have been quicker to adopt customer experience platforms and technology. Nigel Cover of MaritzCX assesses whether the UK has anything to learn from across the Pond.

Customer Experience 200

Customer Experience Technology Customers Company 200

InMoment XI

FEBRUARY 28, 2015

US customers have higher expectations than UK ones, and US companies have been quicker to adopt customer experience platforms and technology. Nigel Cover of MaritzCX assesses whether the UK has anything to learn from across the Pond.

Customer Experience 200

Customer Experience Technology Customers Company 200

CSM Magazine

NOVEMBER 1, 2023

Disrupt – our flagship digital transformation conference in the UK – will once again attract leading CX experts and innovators to London’s The Brewery venue on Tuesday, March 5th. From personalisation to journey mapping, this panel will explore tangible ways to improve CX across the entire customer lifecycle.

Customer Experience 52

Customer Experience Competitive Advantage Customer Journeys Conference 52

CSM Magazine

AUGUST 11, 2023

In the current climate, running a successful business in the UK is no easy feat. So, let’s dive right in and review the key factors you need to consider when choosing a business energy supplier in the UK. From maintaining a healthy cash flow to finding the right employees, it can be an overwhelming process.

Financial 52

Financial Comparison Meeting Consumers 52

2020 Research

FEBRUARY 27, 2023

Now in our second year of the UK’s Best Workplaces for Wellbeing list, we’re once again able to showcase the leading organisations providing cultures conducive to outstanding psychological, physical, and social wellbeing,” said Benedict Gautrey, Managing Director of Great Place to Work® UK. “A

Groups 52

Groups Culture Management 52

Experience Matters

JULY 5, 2017

This year we’re publishing the 2017 Temkin Trust Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 UK consumers in January 2017 (see full list […]. That’s why Temkin Group has been measuring trust for several years in the U.S.

Groups 136

Groups Measurement Survey Consumers 136

mopinion

OCTOBER 4, 2021

In this article, we investigated some top-grossing e-commerce giants in the UK, with the hopes of understanding the current state of feedback in the marketplace, as well as what the future holds for the UK e-commerce […]. The post State of Feedback: UK e-commerce market appeared first on Mopinion.

Feedback 59

Feedback Marketing 59

2020 Research

JUNE 27, 2023

Explore the latest research on the state of rapid grocery delivery in the UK and tips on how to navigate the evolving landscape.

Tips 52

Tips How To 52

Experience Matters

JUNE 12, 2017

This year we’re publishing the 2017 Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 […]. Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them.

Groups 120

Groups Loyalty Industry Measurement 120

My Customer

OCTOBER 18, 2023

Hybrid working and Artificial Intelligence (AI) are revolutionising the role of the agent worldwide but UK contact centres believe it takes. 18th Oct 2023 By Ed Creasey Director of Pre-Sales International

Sales 52

Sales 52

2020 Research

AUGUST 14, 2023

Back-to-School Spending Habits According to a recent survey conducted by Sago, out of 2,000 UK respondents, 847 parents were asked about their spending habits, worries, and influences when it comes to back-to-school expenses. Learn more The post Back to School in the UK: Costs, Concerns, and Shopping Habits appeared first on Sago.

Survey 52

Survey Sports Comparison Social Media 52

NetBase

JULY 2, 2020

Purchasing from mobile phones has become the new norm for consumers, so much so that mcommerce (mobile commerce) is set to dominate UK ecommerce retail sales in the coming months. In this article we will discuss: UK mcommerce trends. The UK is the third-largest ecommerce market in the world. mCommerce in the UK .

Ecommerce 56

Ecommerce Sales Retail Trends 56

ijgolding

AUGUST 3, 2018

In the UK, retailers have been struggling with this concept since the demise of 100-year-old Woolworths in 2009. Founded in 1988, FatFace is a brand that has been a firm feature on the UK high street since 1992, with over 230 stores and an online presence – they describe themselves as a multichannel retailer (as many do).

Case Study 191

Case Study Retail Study Policies 191

Eptica

SEPTEMBER 16, 2020

Date: Wednesday, September 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Two key themes that are driving UK customer experience post-pandemic. Published on: September 16, 2020.

Customer Experience 127

Customer Experience Contact Center ROI Trends 127