Customer experience

Heathrow posts record as customer satisfaction ratings fly

A record number of passengers travelled through Heathrow Airport last year. The west London hub announced that almost 75 million people used the airport during 2015, an increase of 2.2% on 2014. The growth was driven by emerging markets, with passenger volumes up 14% to China, 8% to Latin America and 6% to the Middle […]

Online click and collect customers let down over Xmas orders

Many shoppers buying Christmas presents online and using click and collect were disappointed when their orders were hit by issues, according to a report. A YouGov survey for JDA and Centiro found that more than a third of customers who ordered products using click and collect services experienced issues getting hold of their items. 31 […]

Customer experience best practice in the travel sector

2015 was a good year to be holidaying. The hotel chain Premier Inn is currently the highest-scoring company in the travel sector, sitting just outside the top 10 in 11th position, with an excellent CEE score of 7.84. And if customers need a strong CX brand to get them to their destination, the airline Emirates […]

Civil legal advice (CLA) recognised for its excellent customer service

Civil Legal Advice (CLA), the free and confidential advice line provided by the Legal Aid Agency (LAA) in partnership with Agilisys, has been accredited with the Customer Service Excellence (CSE) hallmark for another year. CLA offers advice for citizens including debt, housing for the homeless or evicted, domestic abuse, family issues, special education needs and […]

Customers calling the taxman face wait of over an hour

People calling the taxman could find themselves waiting around 38 minutes to get through – or more than an hour if they call in the evening, an investigation by Which? has found. Which? made 100 calls to HM Revenue and Customs’ self-assessment and general enquiries helplines between September and early October to find out the […]

Customer experience strategy – did Black Friday meet customer expectations?

In America, Black Friday is the day after the Thanksgiving celebrations, where many organisations slash their prices in an attempt to lavish exceptional bargains on their customers. As most people in the UK do not celebrate this holiday, it is a tradition that has remained exclusive to those people living across the pond, until recently. […]

Exploring the customer experience transformation of Saga UK

Saga is a brand that knows how to speak to its customers, climbing 181 places in the UK CEE rankings since 2013. To achieve this, customer experience transformation has played a key role. At the heart of this transformation is an aptitude for identifying with its customers in a deeply personal manner. This begins with […]