ServiceTick supports ‘treating customers fairly' (TCF)
03 September 2008
A new customer feedback service could offer a low cost solution to Brokers looking to meet the demands of the Treating Customers Fairly initiative. ServiceTick, which already has Norwich Union, RAC and Standard Life’s intermediary channel as clients,
is an independent research service that offers one of the most cost effective methods of obtaining immediate insight and feedback from customers engaging with brands through the
web, contact centres or branch operations. It achieves this by exploiting new
web-based and IVR technology to capture customer feedback at the actual point of experience.
Patrick Smith, CEO of Swintons and founder of web-based insurance company ‘its4me’, is chairman of ServiceTick and believes it offers a unique insight into what the customer is thinking:
“In many marketplaces the only way that companies can differentiate themselves nowadays is by offering outstanding customer service. As a result we have seen a huge interest in ServiceTick as it helps companies understand what clients are thinking at the precise moment in time when their brand really means something to the customer – when the customer is on the receiving end of their services
.
Interest has been generated from a number of blue-chip companies in the UK and Australia and we have already delivered projects for Diageo, Norwich Union, UK Facilities, NTT Verio and RAC.”
ServiceTick allows a continuous stream of information to be carried back to an online data management console, which lets clients benchmark service levels across brands, distribution channels, products, call centre teams or even individuals. The console also contains an alert tool to identify and rescue at-risk customers instantly.