Metrics

Content tagged with Metrics

Articles

• Patient satisfaction in General Practice: Changes over 30 years

• Stated importance, correlation, regression and key driver analysis

• How to improve contact centre service in 3 easy steps

• Customer service: In a class of its own

• How big US brands are focusing on service to provide ROI

• The cost of waiting and cancelled appointments to UK businesses

• A closer look at Scottish Water

• The new Metro Bank - where customers come first

• Belief, customer service and measuring its ROI by proxy

• Generations, customer behaviour and service design

• Social media and moving beyond transactional customer relationships

• Moving beyond transactional customer relationships with social media

• TOA Technologies 2010 Cost of Waiting Survey

• The real time dash for customer analytics

• Customer satisfaction measurement in contact centres

• World-class service: Definition, promotion and measurement

• Time to stop delighting your customers?

• Measuring the link between service and profit

• UK Customer Satisfaction Index January 2011, Retail (food) sector results

• Which drivers affect ROI in customer service and can we measure them?

• Eurostar, customer experience and emotion and competitiveness

• Differences between NPS and CSAT? Who cares. It’s all about events and relationships.

• Q&A with O2 CEO Ronan Dunne

• NPS or satisfaction survey? Choosing the best survey for your organisation

• Using a single question customer measure: Satisfaction, NPS and beyond.

• How Aldi's service shines in difficult economic times

• UK Customer Satisfaction Index Results July 2011

• When customer experience amounts to more than a choice between good and bad

• Break down those barriers: Logica's Andy Green on innovative collaboration, personalised service and

• First TransPennine Express: using membership to raise bottom line performance

• A closer look at Virgin Media Business

• One Unilever: using membership to implement customer service standards, a learning framework and ben

• Running a large, B2B customer service operation: Interview with Phil Stewart of Virgin Media Busines

• Customer service: the new normal

Downloads

• Business Systems (UK) Ltd – Annual Conference 2010, Jo Causon

  Our chief executive Jo Causon presented to the BusinessSystems conference, giving an overview of how

• UK Customer Satisfaction Index July 2010 executive summary

  Overview of the six monthly survey of 26,000 British customers' experience of customer service.

• What if customer experience has no ROI?

  Bruce Temkin discusses the bottom line value of customer experience and how we can go about explaini

• Panviva First Call Resolution Knowledge Exchange

  Business Process Guidance company Panviva surveyed 54 UK contact centres about customer service repr

Products

• Finance (banks) Sector UKCSI Presentation July 2010

  UK Customer Satisfaction Index results for the finance (banks) sector. The presentation also include

• Finance (insurance) Sector UKCSI Presentation July 2010

  Organisational results for the finance (insurance) sector. The report also includes sector-level com

• Leisure Sector UKCSI Presentation July 2010

  Organisational results for the leisure sector. The report also includes sector-level complaints info

• Public Services (local) Sector UKCSI Presentation July 2010

  Organisational results for the public services (local) sector. The report also includes sector-level

• Public Services (national) Sector UKCSI Presentation July 2010

  Organisational results for the public services (national) sector. The report also includes sector-le

• Retail (food) Sector UKCSI Presentation July 2010

  Organisational results for the retail (food) sector. The report also includes sector-level complaint

• Retail (non-food) Sector UKCSI Presentation July 2010

  Organisational results for the retail (non-food) sector. The report also includes sector-level compl

• Telecoms Sector UKCSI Presentation July 2010

  Organisational results for the telecoms sector. The report also includes sector-level complaints inf

• Automotive Sector UKCSI Presentation January 2011

  Organisational results for the automotive sector and sector-level complaints information. This publi

• Finance (banks and building societies) Sector UKCSI Presentation January 2011

  Organisational results for the Finance (banks and building socities) sector and sector-level complai

• Finance (insurance) Sector UKCSI Presentation January 2011

  Organisational results for the Finance (insurance) sector and sector-level complaints information. T

• Leisure Sector UKCSI Presentation January 2011

  Organisational results for the Leisure sector and sector-level complaints information. This publicat

• Public services (local) Sector UKCSI Presentation January 2011

  Organisational results for the Public services (local) sector and sector-level complaints informatio

• Public services (national) Sector UKCSI Presentation January 2011

  Organisational results for the Public services (national) sector and sector-level complaints informa

• Retail (food) Sector UKCSI Presentation January 2011

  Organisational results for the Retail (food) sector and sector-level complaints information. This pu

• Retail (non-food) Sector UKCSI Presentation January 2011

  Organisational results for the Retail (non-food) sector and sector-level complaints information. Thi

• Services Sector UKCSI Presentation January 2011

  Organisational results for the Services sector and sector-level complaints information. This publica

• Telecommunications Sector UKCSI Presentation January 2011

  Organisational results for the Telecommunications sector and sector-level complaints information. Th

• Tourism Sector UKCSI Presentation January 2011

  Organisational results for the Tourism sector and sector-level complaints information. This publicat

• Transport Sector UKCSI Presentation January 2011

  Organisational results for the Transport sector and sector-level complaints information. This public

• How important is employee satisfaction to customer service?

  This review explores the link between employee satisfaction and looks at factors that contribute to

• Utilities Sector UKCSI Presentation January 2011

  Organisational results for the Utilities sector and sector-level complaints information. This public

• return on investment in customer service: the bottom line report

  Our research into evidence of the financial returns from customer service. It comprises a survey of