Customer Experience

Measuring customer effort in isolation is not enough. Organisations need to measure the Customer: Company Effort Ratio (C:CER) which takes both perceived customer and company effort into account.

Got30 is a vodcast answering some of the questions we get asked by clients about Customer Experience and Channel Performance. We publish new videos every other week.

Global population dynamics, empathy in healthcare, the pandemic experience in Africa and a focus on Italy are all featured in this month’s round-up of the latest research and thinking from Ipsos teams around the world.

Customer Perspective is a weekly podcast exploring all things Customer Experience, and Channel Performance.

Our monthly round-up of Ipsos research and thinking reflects on the world one year on from Covid-19, looks forward to the world in 2025 and beyond, and presents new white papers on customer experience, product innovation and research methods.

Delivering customer experience in the face of mask wearing.

Customer Perspective is a weekly podcast exploring all things Customer Experience, and Channel Performance.

Im Jahr 2020, während der sich ausbreitenden Pandemie, wurden Online-Kanäle aufgrund des eingeschränkten Zugangs zu stationären Verkaufsstellen zu einem noch wichtigeren Instrument für die effektive Kommunikation mit bestehenden oder neuen Kunden. Im September und Oktober 2020 hat Ipsos eine Mystery-Shopping-Studie unter zwölf grossen Autoversicherungsunternehmen in der Schweiz durchgeführt, um zu bewerten, wie reaktiv diese Unternehmen auf Online-Kontakte reagieren, die über ihre Online-Webformulare eingereicht werden.

The final edition of Ipsos Update of 2020 includes research and analysis on key topics including health, sustainability, gender equality and retail. We also look at public opinion on international security and the reputation of different countries around the world.