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.
In 2009, the Logic Group commissioned Ipsos to conduct a research study into the "State of Loyalty" in Britain today. This has now been updated one year on and looking to the future asking how can and should we be building loyalty amongst customers?
According to recent media coverage, there is a 'crisis' in the public sector's leadership and management capability. Is this fair criticism or are all public sector organisations being 'tarred with the same brush?' In Ipsos's experience, it's not all bad news.
For the third consecutive year, customer service is the top issue people take into account when judging a company (it overtook quality of products/services and honesty/integrity in 2007 and has remained in pole position since).
Talent 2 and Ipsos recently joined forces to survey senior HR professionals about how the global recession is affecting their organisations and their people management strategies and practices.
Reduce costs. Improve performance. Communicate what's happening. Look after the survivors. People management during the recession presents a whole new set of issues for organisations, particularly those which are used to growing and feeling successful.
This document presents the findings of research conducted by Ipsos and the Logic Group in January 2009. By taking a Britain-wide snapshot we asked customers what they were doing in the first month of the New Year, and asked them about their take on Loyalty.
Change is vital for organisations to survive and grow: external factors such as globalisation, the economic climate and new government legislation all demonstrate this requirement. Ipsos undertakes a vast amount of employee research on behalf of organisations going through significant change.
Companies must understand the impact corporate responsibility has on a most valuable asset - their employees (both existing and potential). Ipsos undertakes a vast amount of research on behalf of organisations, examining the impact CR / CSR has on different stakeholder groups, including employees.
