State of the nation customer service report launches at Service Management Expo
Cognito’s first annual research report provides industry with 360 view of business and consumer service expectations and insights
Cognito’s inaugural ANSR (Annual Nationwide Service Report) is a result of research conducted over the past year across 5,000 businesses and consumers, and provides insight into the current state of service across the UK.
The report summarises the last twelve months of research and includes some predictions for the next twelve months in service management, from key industry representatives, including Service Management, The Aberdeen Group and Quocirca, as well as independent consultants and businesses.
ANSR will be launched each year in September to provide organisations with insights and useful benchmarks to use in their efforts to providing service excellence.
“Over the past year we have examined the state of service in great depth, providing us with improved understanding into the service challenges faced by our customers, and therefore insight into theirs,” said Jonathan Chevallier, Strategic Development Director at Cognito. “Some of the key issues which have emerged highlight how businesses can make immediate improvements to impact the bottom line and improve competitiveness. We urge the industry to keep service at the forefront of business strategy and make it a boardroom issue over the next months and years. This report aims to provide them with an understanding of some of the key issues and current perceptions as told by the customers and clients themselves.”
Over the past year, the research has explored a variety of themes including employee engagement, the financial value of good service, the cost of poor service, and the uptake of mobile solutions.
The report is available for download here, where organisations or businesses can also add their own comments or ideas for further research.
Founded in 1992, Cognito has 20 years experience of mobile workforce management. It was the first company in the UK to be awarded a licence to run a radio network for data transmission and today it provides leading UK service organisations with strategic and innovative mobile solutions, ensuring they deliver consistently superior service, whilst lowering operational costs.
Cognito offers customers a uniquely intelligent workforce management platform, FieldForce IQ; the first field service management solution to combine Performance Management tools with advanced scheduling and intelligent workflow in one integrated platform. It enables organisations to automatically track and schedule jobs, control service delivery at the level of the individual worker and through its real-time view of operations provide visibility, insight and the ability to take action. This combination ensures the optimisation of workforce service and productivity and the delivery of benefits across the entire service organisation.
Its customer base comprises ambitious organisations with large and mid-sized mobile workforces – 100,000 customers across the UK are served by a Cognito-powered service engineer every day. Its clients include Konica Minolta, Lovell Respond, npower hometeam, Baxi Heating and Addison Lee.