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Understanding Customer Relationships
Relationship marketing is a useful concept for understanding customers, but this paper looks at customer relationships from a different - and more holistic - perspective . It examines the extent to which the metaphor of personal relationships can be applied to interactions between individuals and companies, focusing on the customer relationship from the viewpoint of the customer rather
than the supplier . -
Rowland Lloyd Is New MRS Chairman
The Market Research Society (MRS) has elected Ipsos's MD of Operations Rowland Lloyd as its new UK Chairman.
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Potential 1.8 Million Increase In Adults Going To Pubs And Wine Bars More Often After The Smoking Ban
The advent of the smoking ban on 1st July is likely to bring an unexpected increase in custom to pubs and wine bars, according to new research conducted by Ipsos. Publicans should experience a significant increase in business, with 20% of regular or occasional drinkers in pubs / wine bars saying that they would visit pubs more regularly. This view was most strongly held amongst the nearly three quarters of pub goers who are non-smokers, amongst whom 26% said they would probably go to a pub more often. Among the total population, this translates to approximately 1.8m adults in England and Wales (taking into account the difference between those who would go more often and less often).
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The Business Impact Of Blogs
Andy Warhol said in the 1960s everyone will be famous for 15 minutes. He was of course talking about TV. David Weinberger, a famous blogger, brought Andy Warhol's assertion into the 21st Century commenting that blogging means everyone will be famous for 15 people. There has been a lot of hype about blogging in the media. This pan European research study conducted by Ipsos, in conjunction with Hotwire Communications is, we believe, the first of its kind to attempt to identify the business impact of blogging.
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Advanced Mobile Data Services Customer Loyalty
More than half of advanced mobile data service users in Great Britain have switched mobile network provider in the past three years, according to MORI research.
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Wide Variation In Customer Experience In Urban Post Offices
New research carried out by MORI jointly on behalf of Postwatch and Postcomm shows wide variations in customers' experiences of urban post offices. Researchers visited over 300 of the largest post offices in urban areas and assessed the whole post office experience including: queuing; quality of advice (including product knowledge, proactive questioning and customer handling); the post office environment, including availability of information and services both inside and out; facilities for the disabled. As a part of the exercise, researchers also sent and received packages to assess receipt, transit time and damage. Main findings include:
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Pressure On British Businesses To Off-Shore Is Great And Becoming Greater
Three in ten (30%) of the CBI member organisations surveyed have off-shored activities; even more feel that the pressures to do so are great (45%), and becoming greater (51%). With the "push" factors becoming more prominent, there are also a number of "pull" factors encouraging organisations to off-shore: almost all of those considering or currently off-shoring feel the potential for off-shoring has increased with improvements in technology (91%).
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Royal Mail's Quality Of Service: The Customers' Viewpoint
New research carried out by MORI jointly on behalf of Royal Mail, Postwatch, the consumer watchdog for postal services, and Postcomm, the industry regulator into the current perceptions and requirements of the postal service is released today. This survey is part of a larger review process undertaken by Postcomm to ensure that the new Royal Mail Quality of Service targets, to take effect from April 2006 as part of the new price control, encourage the operator to reach and maintain an acceptable level of service relative to price and customer expectation.
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Attitudes Towards Call Centres
New MORI research for Citizen's Advice shows that use of call centres in Great Britain is pervasive: four in five (79%) have used a call centre in the past 12 months. Call centres operated by financial institutions and utilities companies are the most widely used services; around half the public have recently contacted each (56% and 45% respectively), while around a quarter have used the call centres of government agencies (27%) and retailers (24%) in the past year.
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Assessment of the Urban Network Reinvention Programme
New research carried out by MORI on behalf of Postwatch, the consumer watchdog for postal services, shows that 94% of customers are migrating to alternative branches following a post office closure. However, customers experience varying degrees of inconvenience and many have to undergo significant changes in behaviour as a result.