Bespoke Benchmarking and Research
Independently gauge your customer service performance against your competitors and / or the industry norm.
15 years ago we designed and launched Top 50 Companies for Customer Service Programme - the UK’s largest customer service benchmarking and improvement programme, providing a cross-industry ‘Gold Standard’ by evaluating real customer interactions via a proven Mystery Shopping process.
Members benefit from many unique insights into their customer service operations and extensive analytics that they use to build a clear competitive edge. Work with us and we can give you an ‘outside-in’ perspective of your Customer Service performance, supported by targeted recommendations, a personalised road map for improvement and full support from our team of Customer Service experts along the way.
How do you Compare?
Providing customers with a great experience is more important than ever. In an age driven by technology, where basic service needs are often handled via automation, customers are increasingly making direct contact only for more complex or sensitive enquires and problems, and the emotional experiences they have when they do this will impact their buying decisions and in turn your bottom line.
We will use our years of experience in research and benchmarking to show you how your service and delivery compares with the expectations and performance of your competitors with detailed recomendations of how you can develop and improve.
Remember ...
- 52% of consumers will make further purchases from a company following an excellent customer service experience.
- Just a 5% increase in retention rates generates up to 95% increased profit.
- Engaging with customers equates to 40% more revenue per person.
- 89%of companies with strong omni-channel customer engagement strategies retain their customers.
