Customer Service News

After a year of customer service crises and rising ticket prices, customer satisfaction with airlines drops 2.7 percent year over year to a score of 73 on a scale of 0 to 100, according to the American Customer Satisfaction Index (ACSI®) 2018 Travel Report. Guest satisfaction with hotels remains steady at an ACSI score of … Read more

Jackson National Life Insurance Company has earned four awards from the Service Quality Measurement Group, Inc. for excellence in contact center service in 2017..

Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings. Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51 [st] place overall out of 318 companies across 20 industries. Southwest has earned … Read more

Miller Homes is delighted to have achieved five stars for customer satisfaction in the Home Builders Federation (HBF) National New Home Customer Satisfaction Survey. This is the sixth time in seven years that the leading homebuilder has achieved five stars in the independent survey, which was launched by the HBF to provide a guide for … Read more

Customer service provider Arvato has announced survey findings from a group of 500 consumers and business leaders in the customer service space..

Regardless of the ongoing changes being made to the energy and utilities market in recent years, a key conundrum faced by the industry is that they are still one of the worst sectors when it comes to delivering exceptional customer experiences. Other industries have set the bar high in regards to customers’ expectations when it … Read more

For the first time in 14 years, the UK has topped the international Smile rankings scoring 94%..

Final mile is often the final straw for customer according to new research from eDelivery EXPO..

Client care, brand reputation and new technology have emerged as the top priorities for Legal Practices, in the third annual survey carried out by UK legal technology innovator Zylpha..

Latest research by Yonder Digital Group reveals 12 UK retailers that are offering the best customer service..

We have now entered the third phase of digital evolution, and it is changing the behaviour and expectations of customers, fast..

Consultancy Tailored Data Solutions has urged company directors to start taking new data compliance more seriously, as implementation of wide sweeping changes is now only weeks away. The EU General Data Protection Regulation replaces existing data laws on 25th May 2018 and the wake-up call to step up preparations comes as evidence mounts that many … Read more

Winners of the 2018 People’s Choice Stevie Awards for Favorite Customer Service, a worldwide public vote, have been announced..

Aspect Software’s Consumer Experience Index Survey shows self-service and AI are redefining how consumers view customer service..

Dunkin’ Donuts can now boast an impressive dozen in customer loyalty for the 12th consecutive year..

Top U.S. and Canadian car dealers are recognized for high marks in online customer reviews.

Ascensos, the Scottish-based contact centre management specialist, has presented Glasgow Children’s Hospital Charity (GCHC) with a cheque for £17,500 after a fantastic fundraising effort. Each member of the 1,000 strong Ascensos team, across its sites in Motherwell and Clydebank, played a part in raising money for the charity throughout 2017. The team beat its own … Read more

Bolstra has announced the results of a recent survey, “2018 Customer Success Team Maturity”. The survey includes findings from a sample of customer success teams across industries about their current states. Most notably, of customer success teams surveyed, more than 60 percent of respondents said they wouldn’t know about a critical customer issue until days … Read more

Temkin Group has announced that it is accepting nominations for its sixth annual Customer Experience Vendor Excellence (CxVE) Awards. The CxVE Awards recognizes companies—including consultants and technology vendors—that provide products and services that help companies improve the customer experience they deliver. Nominations are accepted from anywhere in the world. Temkin Group will accept nominations for … Read more