News

Fashions come and go, life events change us, and pandemics disrupt every aspect of our lives. But, one of life’s few cast-iron certainties is wanting relationships with people and businesses we can trust. Trust is the basis on which brands are measured – the strongest brands are the most trusted bra...

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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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