Customer service a critical boardroom issue say firms, but investment is lagging
Posted by Rachel Fielding in Customer experience on Tue, 04/10/2011 - 01:16
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Service is a boardroom issue, according to new research - but businesses aren't necessarily willing to back up their actions with investment.
With National Customer Service Week underway, a nationwide survey of 180 businesses by Cognito, round that service is now a critical boardroom issue with 68% of businesses saying they believe service was critical to financial performance. One in five respondents stated that it was growing in importance as a factor affecting market share.
Jonathan Chevallier, strategic development director at workforce management specialist Cognito, said although workforce productivity emerged as a top priority, it was still clearly an area that needed to be improved: “Companies are at different stages of evolution, but few can’t improve further. In National Customer Service Week, these results seem to be particularly poignant with businesses now recognising the financial imperative to focus on service as their competitive differentiator.”
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