Research

Mums win out over partners in Valentine’s Day versus Mother’s Day battle

We are quicker to shower our mothers with gifts than our spouses, according to new research from UK commerce conversion company Ve. The research compares increases in the rate of online conversions* in the two weeks leading up to Valentine’s Day with the two weeks before that, when shoppers’ behaviour could be considered ‘normal’. The research provides the […]

New state of the contact centre industry report is out now

One in every 25 jobs in the UK is within the contact centre industry. But what does the future hold? “UK Contact Centres 2016-2020: The State of the Industry & Technology Penetration” from ContactBabel shows the reality of how the contact centre industry is changing, based on hard data from large-scale, ongoing primary research programmes. […]

Half of us break off from Xmas Day to check finances

Around half of internet and mobile banking users are likely to break off from their Christmas Day celebrations at some point to check their finances, research from Britain’s biggest building society suggests. Figures from Nationwide Building Society Current Accounts show that last year, 46% of its internet and mobile bank customers logged in to check […]

Driver shortage a threat to Xmas deliveries to customers

Christmas deliveries could be hit by a shortage of drivers, according to a new report. A study by the Recruitment and Employment Confederation showed a huge fall in the availability of temporary and contract staff in recent weeks, especially for drivers. Chief executive Kevin Green warned that the skills crisis facing some sectors could make […]

Aldi world’s simplest brand for third year running

Leading discount supermarket chain ALDI topped the list as the world’s simplest brand for the third year running, while Lidl dominated the UK rankings. The study, based on an online survey of more than 12,000 respondents across eight countries, ranks 585 brands based on their perceived simplicity. Some of the key findings from the Siegel+Gale […]

Marketers would love to work for VW – the ultimate brand challenge

Damage caused to the VW brand since the emissions crisis became public presents the ultimate challenge for brand marketers, according to a poll of industry experts. A week after news of the emissions scandal reached the public, the majority (70%) of brand marketers polled said they would take a job with the automotive giant, confident […]

Customers want a first time fix from field service organisations

To coincide with National Customer Service Week, a new study finds field service organisations need to become more efficient, develop better time-saving approaches and fix a problem on the first visit in order to meet customer expectations. The study commissioned by Trimble, which surveyed 2,000 adults in the UK, revealed that over half (52 per […]

Contact centres unable to keep up with customer expectations

As National Customer Service Week kicks off in the UK, new survey results suggest that more than 15 million UK adults rank being stuck on hold with a telephone operator their top annoyance of 2015. The findings correlate with fresh data showing that almost one in three UK customer care managers believe their biggest weakness […]