News

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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As we respond to the ebb and flow of the changing circumstances under which businesses operate, we know that much effort is put into understanding the impact these changes have had upon measures such as employee engagement, customer satisfaction and P&L. I would also argue that seeking to understand...

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