Tim Voigtländer recounts his experience as a customer of a low-cost airline when something went wrong - what lessons can companies learn from his customer experience?
Customer expectations are higher than ever before, so why aren't more UK businesses taking the role of delivering an exceptional Customer Experience seriously?
In this paper, three highly experienced mystery shopping experts share their knowledge and opinions on different aspects of mystery shopping in the luxury industry and how it is a vital ingredient in a holistic Customer Experience strategy.
Our latest thought piece, Index Design: The Pursuit of (Consumer) Happiness, investigates how index design can allow you to better understand the KPIs that matter to your business.
The Cabinet Office has published the last of three sets of results from the People's Panel — conducted by the MORI Social Research Institute — tracking satisfaction with public services over the past four years. It also rounds off the work of the Panel, which has itself come to an end, as announced in January.
