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Title: State of the nation customer service report launches at Service Management Expo Post by: RealWire on September 18, 2012, 05:04:29 PM Cognito’s first annual research report provides industry with 360 view of business and consumer service expectations and insights
A new 360 view of customer service in the UK is being launched today at Service Management Expo 2012, by the mobile workforce management specialist, Cognito. Cognito’s inaugural ANSR (Annual Nationwide Service Report) is a result of research conducted over the past year across 5,000 businesses and consumers, and provides insight into the current state of service across the UK. The report summarises the last twelve months of research and includes some predictions for the next twelve months in service management, from key industry representatives, including Service Management, The Aberdeen Group and Quocirca, as well as independent consultants and businesses. ANSR will be launched each year in September to provide organisations with insights and useful benchmarks to use in their efforts to providing service excellence. “Over the past year we have examined the state of service in great depth, providing us with improved understanding into the service challenges faced by our customers, and therefore insight into theirs,” said Jonathan Chevallier, Strategic Development Director at Cognito. “Some of the key issues which have emerged highlight how businesses can make immediate improvements to impact the bottom line and improve competitiveness. We urge the industry to keep service at the forefront of business strategy and make it a boardroom issue over the next months and years. This report aims to provide them with an understanding of some of the key issues and current perceptions as told by the customers and clients themselves.” Over the past year, the research has explored a variety of themes including employee engagement, the financial value of good service, the cost of poor service, and the uptake of mobile solutions. The report is available for download here, where organisations or businesses can also add their own comments or ideas for further research. |