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?
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A new research report examining consumer attitudes to and experiences of UK water bills and billing processes, and the prevalence...
When it comes to energy theft, understanding and acting on public perceptions could better inform strategies to build consumer awareness...
What do consumers think about UK debt collection practices? Find out in our new 2018 research report. We've examined the behaviours,...
Customer facing services for the energy sector that bring energy companies closer to their customers...
We're delighted to have been shortlisted alongside our client South Staffs Water for three water sector and customer service focused...
Echo's MD, Monica Mackintosh, shares her thoughts on the July 2019 UK Customer Satisfaction Index and what the water sector, in...
2 October 2019 by Monica Mackintosh
Caring Homes – a leading provider of care homes for elderly people in the UK – is working with outsourced customer contact...
This 24 page consumer research report looks at switching attitudes, behaviours and frustrations across a range of sectors including energy, telecoms,...
