We surveyed a representative sample of 1,000 UK adults, asking for their experiences in communicating with everyday service providers. This report looks at the findings from this research. Just how do digital channels change customer expectations and what is needed to satisfy today's on demand customer? As contact centre technology continues to rapidly evolve, what role is left for the human touch?
Want to find out more about our outsourced contact centre solutions?
- Visit our customer contact & engagement pages
- Read about our outsourced contact centre solution for the RAF
- Why agility is so important for customer service
More in the Knowledge centre
More Research & Resources
Generation Z: A new wave of water customers
Read our latest UK consumer research report focused on Generation Z, the new wave of water customers, and their attitudes…
The Secrets of Better Billing 2019
A new research report examining consumer attitudes to and experiences of UK water bills and billing processes, and the prevalence…
Energy Theft: A Focus on Consumer Awareness & Attitudes
When it comes to energy theft, understanding and acting on public perceptions could better inform strategies to build consumer awareness…
Counting the Cost of Debt Recovery 2018
What do consumers think about UK debt collection practices? Find out in our new 2018 research report. We've examined the…
More Customer Contact & Engagement
The water sector leads the way with complaint handling, according to the Institute of Customer Service
The results of the Institute of Customer Service’s January 2022 Customer Satisfaction Index (CSI) have shown that complaint handling is…
Echo Managed Services welcomes new Head of Operations
Echo has appointed Aidan Emms as Head of Operations at its head office in Walsall, the latest in a recent…
More needs to be done to communicate the importance of water conservation to customers to improve sustainable water usage and reduce bills
In line with UN World Water Day 2022, water providers need to do more to help customers conserve water and…
Echo Managed Services appoints customer services director to its board
Rachael Merrell joins as customer services director as Echo continues to invest in its customer service offering.