In Autumn 2009, numero commissioned research into the customer service performance of over eighty leading businesses operating in the retail, leisure, financial services, entertainment, healthcare, logistics, travel and utilities sectors.
The objective of the research was to establish a benchmark on which any consumer-focused business can evaluate its own performance. The research investigated two key areas of customer interaction:
- the voice channel (agent and IVR)
- the non-voice channel (email, web forms, web chat, online FAQs and SMS messages).
Each of the organisations selected for the fieldwork was ‘blind tested’ using a structured methodology and rated according to their performance using a balanced scorecard approach.
A report summarising the results of the ‘non-voice’ channel is to be published at the CCA Conference in November. The report is essential reading for anyone interested in customer service – from chief executives to marketing directors, contact centre managers to IT professionals. The findings identify clearly the best, worst and median performance that effectively sets the standard for consumer experiences in the UK.
A limited number of copies of the report will be available free-of-charge to qualifying professionals, exclusively from numero. To request a free copy, simply complete the feedback form opposite stating the subject of: BENCHMARK. Alternatively, catch up with numero at the CCA Conference and collect your copy at the event.
Should you wish to speak to anyone at numero about this research or its sister report for customer service performance via the voice channel, then please complete a contact form.