NEWS2 July 2015
All MRS websites use cookies to help us improve our services. Any data collected is anonymised. If you continue using this site without accepting cookies you may experience some performance issues. Read about our cookies here.
All MRS websites use cookies to help us improve our services. Any data collected is anonymised. If you continue using this site without accepting cookies you may experience some performance issues. Read about our cookies here.
UK — Most UK CEOs and boards “have no understanding of what customers want, yet ignore experienced frontline employees”, according to a report from the Institute of Customer Service (ICS).
The report, Leading by Example, revealed that only 51% of employees and line managers believe that their CEO and board are interested in customer insight. Less than 50% believe that senior executives understand customer needs.
The report is based on the views of 650 employees and line managers. It also suggested that many leaders are failing to set an example by exhibiting the skills that frontline staff judge to be vital to the delivery of quality customer service.
Just 36% of managers believe that their senior executives actively listen to customers in an effort to improve service, while just 44% of frontline staff feel that their ideas are taken on board.
“If employees suggest that customer needs are not understood in the boardroom, what must customers be feeling?” said Jo Causon, CEO of The Institute of Customer Service. “Unless the UK’s C-suite takes the time to analyse customer preferences, behaviour and levels of satisfaction, they should not be surprised if the bottom line is hit as customers go elsewhere.
“Our research shows that there are many leaders who adopt a customer-centric approach to business strategy, but all boards need to have representatives who either have direct experience of customer service roles. If such a role doesn’t exist, they need to develop the skills, insight and vision to ensure that the customer is a constant reference point.”
Newsletter
Sign up for the latest news and opinion.
You will be asked to create an account which also gives you free access to premium Impact content.
Media evaluation firm Comscore has increased its revenue in the second quarter but has made a net loss of $44.9m, a… https://t.co/rAHZYxiapz
RT @ImpactMRS: Marginalised groups are asserting themselves in Latin America, with diverse creative energy and an embrace of indigenous cul…
There is no evidence that Facebook’s worldwide popularity is linked to widespread psychological harm, according to… https://t.co/wS1Um3JRS5
The world's leading job site for research and insight
Resources Group
Senior Research Manager – Global Communications Consultancy
£45,000–£50,000 (flex) + Superb benefits
Resources Group
Associate Research Director – Focus on Ad hoc studies! – Innovative Insight Consultancy
£45,000–£55,000 + great benefits
Resources Group
Quant / Qual Social Researcher – Research, Evaluation and Consultancy
£22,000–£35,000 (depending on experience) + Benefits
Featured company
Town/Country: London
Tel: +44 (0)20 7490 7888
Kudos Research is the leading provider of premium quality UK and International Telephone Data-Collection. Specialising in hard to reach B2B and Consumer audiences, we achieve excellent response rates and provide robust, actionable, verbatim-rich data. Methodologies include . . .
Brought to you by:
©2024 The Market Research Society,
15 Northburgh Street, London EC1V 0JR
Tel: +44 (0)20 7490 4911
info@mrs.org.uk
The post-demographic consumerism trend means segments such age are often outdated, from @trendwatching #TrendSemLON
0 Comments