Your Guide to Gen AI: Unlocking customer satisfaction with AI chatbots
In the latest update from our partners Freshworks, we take a look at this handy guide to implementing AI into your customer service strategy. Freshworks will be speaking at the upcoming Contact Centre and Customer Services Summit. This guide covers key areas where generative AI chatbots can reduce the burden on your service teams, allowing agents […]
Amazon still top of UK customer satisfaction index
Amazon is still number one in the UK Customer Satisfaction Index (UKCSI), published by The Institute of Customer Service. With a customer satisfaction score of 86.7 points (out of 100) this is the sixth consecutive time consumers have rated Amazon number one. Eight non-food retailers make up this year’s top 20, and the retail sector […]
Industry Spotlight: Customer satisfaction in telecoms industry ‘on the up’, despite remaining the lowest ranked sector…
Continuing the ‘ongoing upward trend’ in satisfaction since 2011, overall customer satisfaction in the telecoms sector has reportedly increased in the last 12 months, according to the UK Customer Satisfaction Index (UKCSI) published by The Institute of Customer Service. The UKCSI, which analyses customer satisfaction levels across 13 ‘key’ industries, has given the UK telecoms sector a customer satisfaction rating of 72.9 out of […]
