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Industry Research : Revealed: The Brands Irish Customers Rate...and the Ones They Don't

#contactcenterworld, @cx_company

Ryanair and Mytaxi have both fallen out of the top 100 brands in the annual Irish Customer Experience report from CX Company, the digital solutions provider.

The results, based on a survey of over 2,500 customers, come after a turbulent few weeks for the two companies.

Ryanair last week announced that it was axing 34 routes across Europe this winter in a move that will hit almost 400,000 more passengers, as it struggles to contain a roster debacle.

The number of affected passengers is on top of the 315,000 that have already been hit by flight cancellations by the airline, which slipped from 77 to 115 in the list of top brands.

Meanwhile Mytaxi (formerly Hailo), tumbled 94 places to 137th. It recently came under fire after it confirmed that customers of its booking app are set to be charged an extra €2 for each booking. The team behind the app said this previously came out of drivers' incomes.

Elsewhere in the travel sector, the report found that intermittent industrial action on trains and buses has undermined trust in brands such as Irish Rail, Bus Éireann and Dublin Bus.

While dissatisfaction with airport delays saw the Dublin Airport Authority fall 55 places to 109, Aer Lingus has, however, maintained its top 30 position, coming in at 26.

At the top end of the ranking, credit unions have emerged as the winners for the third year running, with Lush Cosmetics and An Post completing the top three positions.

A spokesperson for the Irish League of Credit Unions, which represents over 270 credit unions here, described the result as a "hugely positive endorsement" by the public.

"Credit unions are different from other financial institutions, not just because we are not-for-profit, but because decisions are made at a local level and tailored to the individual needs of members," a spokesperson said.

Describing customer experience as something that cannot be switched on and off "like a special offer", CX Company chairman Michael Killeen said that the top three brands in the survey were also Ireland's most trusted brands.

"In that context, reports that An Post plans to close hundreds of branches will be of great concern to consumers," Mr Killeen said.

Retail, with 52 companies in the top 100 and four in the top five, was the top-performing sector this year, with electrical goods chain Powercity recording the biggest jump in ranking, moving up over 50 places to number 50 in the table.

One of the main drivers of retail's success and the success of brands in the entertainment sector, was the rise of digital brands such as Amazon, Netflix, and Google, according to the report.

One exception in the rise of digital and entertainment brands in the Irish Customer Experience report was Facebook, which fell 15 places to 124.

Mr Killeen said he believes the Irish consumer has recognised a positive digital impact in their lives.

"What makes the digital brands stand out is their ability to humanise the experience they give customers through the use of data, demonstrating that they understand their needs and expectations," he said.

In the supermarket sector, all of the main players dropped positions, with the exception of SuperValu. When it comes to customer experience, Ireland continues to lag behind the UK and the US, although there have been small improvements year-on-year.

#contactcenterworld, @cx_company

Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - Stop-Start-Continue

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

Published: Monday, September 25, 2017

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2021 Buyers Guide IVR

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

Computer Data Services, LLC

Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
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- Feature rich
- Answer your calls from anywhere
PH: 216.662.5870


Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511


MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312

Nuxiba Technologies

Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.

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