Changing gear: How mystery shopping drives a better automotive CX performance
What should an automotive mystery shopping programme focus on? What do car manufacturers and dealers want from one? Jakub Hankovský explores the different options available to manufacturers, importers and dealerships, and how a well-executed campaign can fuel a better customer experience for customers and employees alike.
When difference doesn’t mean different: Understanding cultural bias
Running global Customer Experience studies provides both better value for money than individual country studies and a degree of standardisation across markets. However, their validity remains at risk from an age-old research problem: cultural bias.
Automatic Enrolment: Quantitative Research with Small and Micro Employers
This report presents the findings from a recent survey conducted by Ipsos MORI on behalf of the Department for Work and Pensions (DWP). The report explores the experiences of small and micro employers who automatically enrolled their staff into a workplace pension, and the opt-out rate among these staff.
A wasted opportunity
The obstacles and hurdles faced by manufacturers, retailers, councils and consumers in the war on food waste and recycling are complex. With current urbanisation and population growth rates, the global waste generation is estimated to rise to 2.2 billion tonnes by 2025.