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UK customer service hits five year low

Published on: January 28, 2015
Author: Pauline Ashenden - Demand Generation Manager

The Institute of Customer Service’s latest six monthly UK Customer Satisfaction Index (UKCSI) reveals the lowest figures since 2010 – and marks the fourth consecutive fall in customer satisfaction levels.The overall Index fell from 76.3 in July 2014 to 76.0 in January 2015 – in January 2013 it was 78.2. No fewer than 58% of the organisations (113 brands) in UKCSI have seen their ...

Are companies actually engaging with social media customer service?

Published on: March 02, 2012
Author: Epticablog

Social media opens up a whole new way of communicating with customers. However companies need to understand that it is fundamentally different to other channels. Social media is much more of a two way conversation and, as it is held in public, the world can see the results. So while many companies have moved onto social media and are using it for customer service, what is vital is how engaged...