Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Industry Research : CityLink and Allianz Big Losers When It Comes to Customer Experience

#contactcenterworld, @cx_company

Bus company CityLink and insurer Allianz were among the biggest losers as they took a hit to their "customer experience" score in a survey of Irish brands.

CityLink fell the most compared to the previous year’s survey, dropping 79 places to 85th, while Allianz dropped 75 places to come in 132nd in the survey commissioned by the CX Company.

And while they suffered significant drops, they weren’t the worst performers. Energia came in last place followed by KBC, Virgin Media, Prepay Power and AIG for their customer experience.

"The reality is that less than 10 per cent of the 160 brands surveyed this year improved their customer experience score. This contrasts with the situation in the UK where the figures are improving," said Michael Killeen, chairman of the CX Company.

For the fifth year in a row the Irish Credit Union took the top spot, followed by Laya Healthcare and Phonewatch. The biggest upward movers were FBD Insurance, up 85 places to 25th, Harvey Norman, which rose 70 spots to 65th, and Peter Mark, up 65 places to come in seventh.

Aside from the Irish Credit Union, only Boots and An Post have remained in the top 10 over the past five years.

"Many Irish companies, particularly those in the financial sector, could learn a lot from the credit unions, especially their member or customer-centric approach," Mr Killeen said, adding that the Credit Union is the only representative from the financial sector in the top 100.

In terms of individual sectors, the retail and supermarket sector was the strongest performing. The insurance and restaurants sectors have also improved, although food delivery company Deliveroo was the biggest casualty in the sector, falling 50 places.
Bus companies

In the travel sector, route changes and fare increases contributed to the decline of a number of brands, especially bus companies. Aside from CityLink, Aircoach dipped 30 places while Dublin Bus fell 25 places. That fall puts Dublin Bus, alongside Ryanair, outside of the top 150 brands. Aer Lingus, meanwhile remains inside the top 50.

The utilities sector was another laggard, with Electric Ireland, Bord Gáis Energy and Energia all falling between 39 and 55 places. Eir’s "dire customer service" has seen it drop out of the top 150.

"In the first three years of our survey we saw positive results, but we have regressed over the past two years, and many companies need to rediscover their customer experience mojo, particularly as customer expectations continue to rise," said Cathy Summers, one of the report’s authors.

The research was carried out by Amarách Research among a sample of 2,500 consumers.

#contactcenterworld, @cx_company

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.irishtimes.com


About CX Company:
Company LogoA group of businesses entirely focused on customer engagement across digital and social channels.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Please Hold…

Read today's tip or listen to it on podcast.

Published: Wednesday, October 16, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Surveys

 
1.) 
Nuxiba Technologies

Reminder
Provide an unparalleled, engaging user experience for the creation of dynamic voice broadcasting campaigns. Its block-based interface enables you to develop easy to complex call flows aligned with given strategic business targets by simple drag and drop operations.

Mass Automated Telephone Surveys are based on a key-pad answering system that enables you to poll large audiences with your own custom questions. They are great for:

- Building Customer Loyalty
- Lead Generation
- Enhancement of Current Service Portfolios

Manage the platform with great ease and assess your results. Schedule your demo or request a quote today!
 

ABOUT US IN 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =