Surveys

In the shadow of COVID-19, many IT organizations found themselves faced with the challenge of supporting a newly formed or extended work-from-home (WFH) staff. While IT has traditionally supported employees within the confines of a common office space, today many IT setup, maintenance, and support tasks must be performed remotely. With reports indicating that 25-30%

Several months into the COVID-19  pandemic, customer service organizations are still facing unprecedented operational challenges as customer expectations are redefined. With sky-high demand for technical support alongside widespread safety concerns, we carried out an in-depth study of what consumers in the UK want when it comes to Engineer visits and remote assistance and how the

As we move into 2021 with the COVID-19 pandemic, customer service organizations are still facing unprecedented operational challenges. U.S. consumers remain uncomfortable with allowing service technicians into their homes, and no change is in sight despite the ongoing vaccination rollout. One thing is clear:  consumers expect service companies to meet their safety concerns during this

Several months into the COVID-19  pandemic, customer service organizations are still facing unprecedented operational challenges as customer expectations are redefined. An initial survey on customer expectations of service delivery was conducted in early May, showing a high demand for technical support alongside widespread safety concerns at the pandemic’s onset. A follow-up survey was recently conducted

Discover exactly what consumers expect and demand from service providers during the COVID-19 pandemic – download the survey report that lays it all out.

Dig down into the data on the Smart Home devices that consumers struggle with, the tasks they find trickiest and what they want from Smart Home support.

With customer churn at crisis levels across multiple industries, download the survey report that identifies the key customer service pain points that cause attrition.

Welcome to the first major research project since 2011 on the subject of no fault found returns of electronic products. When you download the survey, you’ll discover exactly why 41 percent of consumers have returned a non-defective device in the past 12 months and how companies can slash return rates. In fact, according to the

View the full survey results, and get clear insights on US consumers’ experiences and preferences when installing new home electronic devices

Why are they leaving – and how can you stop it? Read exciting new 2019 research into the reasons for churn in telecom and how to reduce it.

Customer churn is a huge and growing issue for insurers – download the survey report that address the aspects of customer service that make policyholders quit.