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Great Expectations: Are service expectations really rising?
Ipsos has combined the findings from existing and new research to explore the link between customer satisfaction at a particular service interaction and the customer’s relationship with that brand.
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How to improve employee engagement in times of change
In our latest blog, Antonis Kazouris, Research Executive at Ipsos LEAD, discusses the importance of employee engagement in times of change.
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Great Expectations
Our latest data suggests that expectations have a role to play in understanding the link between the day-to-day of customer experience and overall brand relationships.
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Do more! Poll shows Britons behind action on infrastructure
Ahead of the Autumn Statement, a new global Infrastructure study that finds the majority of the public think that Britain is not currently doing enough to meet the country's infrastructure needs.
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Captains of CX Industry: Four Things Your CEO Is Thinking and What You Can Do about It
Helen Wilson, MD of Ipsos Loyalty, discusses our annual "Captains of Industry" survey and reflects on what today's business leaders think about customer experience in their own organisations.
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85 per cent of business leaders do not rate their organisations highly at delivering high quality customer service
According to "Captains of Industry", an annual survey of more than 100 of the most senior figures in top UK companies, 85% of business leaders do not rate their organisations highly in terms of consistently delivering high quality customer service.
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Are your customers working too hard?
A new report from Ipsos Loyalty investigating the role Customer Effort plays on customers' satisfaction with complaints handling and on broader outcomes such as advocacy and loyalty
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Who is stepping up in the 'retirement revolution'?
New Ipsos research suggests that big business is beginning to do its bit to help their employees make good decisions at retirement. Does this mean the retirement savings industry itself needs to do more, asks Georgina Clarke.
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Research for Energy UK
Energy UK, on behalf of its members, has commissioned Ipsos to understand consumer opinions of, and engagement with, the retail energy market.
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CERT and CESP Final Evaluation
This report, commissioned by the Department of Energy and Climate Change (DECC), sets out the findings from an evaluation of the Carbon Emissions Reduction Target (CERT) and the Community Energy Savings Programme (CESP).