Customer Service Research and Studies
Customer service performance can fluctuate depending based on both external/internal variables, so there is a need to regularly assess performance levels. Ethos Consultancy conducts annual industry specific studies on customer service performance. The objective of the research is to uncover the key reasons for service failure that need addressing in order for our clients to become high-performance businesses. Read our latest research findings below and discover how organisations and industries in the Middle East are using customer service to generate high performance.
Recent Benchmarking Studies
Bank Benchmarking Index 2010
The 6th Annual Bank Benchmarking Index monitored the customer service at key customer contact points within 21 National and International Retail Banks operating in the UAE. As the retail banks in the UAE have a largely homogeneous product range across the industry, this leads to a fiercely competitive market place, with service quality proving to be a key differentiator in both attracting and retaining customers.
Retail Benchmarking Study 2010
This unique Retail Benchmarking Study was carried out for a second time in 2010. The study looked at the service provision that was provided to shoppers at 40 different retail branded stores. This involved looking at five brands within eight different sectors and ranking them in terms of performance. Benchmarking against retailers in the same sector is essential to identifying comparative “footfalls” and improving overall service delivery.