This paper is recommended reading, by our Mystery Shopping experts, for any organisation – regulators and the regulated – interested in ensuring that frontline staff are adhering to regulatory standards and are treating customers fairly.
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.
This month we feature new research on women in advertising and wellbeing in India, alongside updates on world opinion on globalisation, economic recovery, exercise and sports, and more.
Global population dynamics, empathy in healthcare, the pandemic experience in Africa and a focus on Italy are all featured in this month’s round-up of the latest research and thinking from Ipsos teams around the world.
