Customer feedback

OTT providers better at CX than PayTV rivals: But still struggling to keep customers happy

Consumers give higher negative ratings to traditional cable, satellite and IPTV pay-TV operators than online video-on-demand (VOD) providers such as Netflix, Amazon and Hulu at every stage of the customer journey, according to new research from Paywizard. Nonetheless, the figures reveal that over-the-top (OTT) subscription services also struggle to keep customers happy, receiving significant negative scores at each contact point […]

Customers want flexibility and simplicity over chatbots and automation says report: Amazon tops

Engine, the service design consultancy, has revealed that customers want their customer service and experiences with brands to be open and honest rather than technologically advanced. The latest findings from the Customer Experience Report 2018, uncovers that, when asked what businesses should prioritise, 62% of customers said the focus should be on launching ‘simpler, flexible, […]

Three in four marketers says they do not know what to look for when analysing customer data

Three in four marketers admit that they don’t actually know what they are looking for when analysing their customers’ data. That’s according to research by experience management company Qualtrics, which surveyed 260 UK marketers. The newly released Qualtrics’ research  to coincide with ‘National Get To Know Your Customers Day’ found that marketers are struggling to […]

Institute of Leadership & Management (ILM)

Mix and match holidaymakers to get same protection as those buying package holidays

Holidaymakers who book hotels and flights from different firms but via a single travel intermediary will now get the same protection as those buying traditional package holidays. Package holidaymakers are both financially and legally covered if things go wrong. But those who book different elements of their holiday separately have been less well protected. The […]

Woman left disappointed by their online shopping experience says new research

Women in the UK are feeling increasingly let down by online shopping experiences which are hard to navigate, not intuitive enough, and poorly designed for mobile browsing, according to a new study published today by Engine, the UK’s largest independent communications network. The ‘21st Century Woman’ study, which explores the mindset of the modern independent […]