While other mobile phone networks focus on their product - offering more minutes, data, and free live streaming to Netflix - T-Mobile is focusing on contact centre customer service.
9 in 10 UK shoppers believe that customer contact centres are “ineffective at dealing with issues”.
A recent study conducted by the Institute of Customer Service highlights a continuing fall in overall customer service quality. It is the first time since January 2016 that two consecutive UKCSI surveys have shown a decline.
Every year, the aviation industry dishes out awards to high-performing airlines. More recently, equipped by the data from millions of travellers’ online reviews, TripAdvisor has got in on the act.
Recent figures released in the Ombudsman Services' Consumer Action Monitor revealed that UK consumers experienced 173 million issues with products and services in 2017. This led to over 100 million complaints.
For the first time since the publication of the UK Customer Satisfaction Index, the number of organisations whose customer satisfaction has dropped by 2 or more points exceeds those that have improved their score by 2 or more points.
Almost 2 in 3 (63%) of UK employees would be ready to leave their job for better, more regular training opportunities.
It has been in force for almost a year, but new research suggests that almost 2 in 3 managers haven’t even heard of the UK Apprenticeship Levy and 9 in 10 are not using it to its full potential.
According to the latest National Rail Passenger Survey, 67% of rail commuters do not believe their journey is good value for money and most are unhappy with how delays are handled.
Last month, 500 people attended the annual consultation forum of Tamkeen, a Bahraini government agency charged with developing the Gulf kingdom’s people and private sector enterprises.