News

Over the past fourteen years, ServiceTick (now part of the Davies Group) has delivered millions of Voice of Customer surveys and analysed hundreds of thousands of responses. We’ve worked with some of the UK’s leading Banks, Building Societies, Insurance Companies, Supermarkets, Travel Companies as w...

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For the last 14 years ServiceTick – now part of the Davies Group - has been recording transactional NPS and Effort scores for a range of insurance company brands through our comprehensive Voice of the Customer programmes. We compare these KPIs on a quarterly basis, looking at the high, mean and low...

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For the last 14 years ServiceTick – now part of the Davies Group - has been recording transactional NPS and Effort scores for a range of insurance company brands. From 2016 we have been able to benchmark these key KPIs and we have witnessed them improve across our basket of insurance brands - by 21...

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In my last article, I looked at the value employees add to your CX programme- how customer feedback often centres around the contribution which employees make and how engaged employees can help to overcome what might otherwise be ‘lumpy’ customer experiences.

Traditional contact centre metrics are...

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Having happy, engaged employees in customer-facing roles will help to drive your business forward. Richard Branson, who’s built a few successful businesses in his time, has made his views clear:

"Train people well enough so they can leave, treat them well enough so they don’t want to."

"Take c...

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