Customer Experience Benchmarking

The customer experience is now a top priority for the private and public sectors. However when service to customers breaks down so too can trust in an organisation, leading to customer churn, loss of talented employees and erosion of brand reputation.

Since 2000 major organisations across a variety of sectors have been participating in the NCCS Survey to ensure that their own complaints handling processes are effective for customers and their own employees; uncovering the best and the worst of what they do, and most importantly how they fare compared with other leading brands. Many are eager, having implemented changes, to track how their performance in the Survey has changed over time.

In 2007 the survey is being re-launched as Customer Experience Benchmarking and offers a number of significant enhancements, including larger sample sizes, more detailed recommendations, and the use of advanced analytical tools to model the effect of service improvement on customer satisfaction and loyalty.

To find out more about how you can participate in Customer Experience Benchmarking 2007 contact us.