The Insight Exchange Blog

The Guardian this week reported that improving customer service (or, more specifically, reducing customer complaints) is a priority for incoming CEO of Lloyds, António Horta-Osório. He has his work cut out. The financial services sector (with notable exceptions of one or two companies) performs poorly when it comes to customer service. And at least Lloyds [...]

We have all felt the frustration of having to work our way through an automated phone system while trying to deal with a bank, utility or IT company. In fact the top four reasons for poor service from the customer’s point of view are being ‘trapped’ on an automated self-service phone line; waiting too long [...]