Promarca was founded in 1929 and represents the interests of 103 brand companies in the consumer goods industry as an association. Ipsos is the leading market research institute in Switzerland and publishes continuously on topics in the field of sustainability and ESG.
The association conducts an annual sustainability survey among its members in cooperation with Ipsos. For the third time, the results of the Ipsos consumer survey are also available. Martin Fenböck, Senior Client Director & Regional Division Leader at Ipsos, shares the key findings in an interview:
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The average First Contact Resolution (FCR) across industries is 53% only. This is the KPI with the greatest impact on the quality of your customer service, on your ability to recruit new clients and to retain current ones.