Customer Service Research and Studies
Ethos Consultancy regularly conducts industry specific studies on customer service performance. Studies and reports are committed to uncovering key customer service weaknesses which need to be addressed in order to help our clients become high-performance businesses. Below, read our latest research findings and insights into how organisations and industries in the Middle East are using customer service to enable high performance.
Customer Service Reports
Airline Benchmarking Study 2010
The airline industry has never been tougher, margins are paper-thin and airlines need to strive for continuous improvement by focusing on delivering consistently high levels of service quality . For full summary see Airline Benchmarking Study 2010.
The UAE has possibly one of the most competitive banking industries in the world. The large numbers of retail banks that exist within the country makes their future depend highly on their ability to capture market share. For the 5th year running, this independent study promises to be the most comprehensive study of the UAE Retail Banking Sector. For full summary visit Bank Benchmarking Study 2009.
Retail Benchmarking Study 2009
RBS 2009 is the first of its kind in the UAE; this report represents the most complete study of the customer experience in the UAE retail sector ever undertaken. The aim of RBS 2009 is to highlight the areas of excellence and short fallings in customer services across the UAE and to give the retailers the data needed to improve across the board. More information on Retail Benchmarking Study 2009.
For the third time in a row, RAKBank outshone their competition by performing highly and consistently across all deliver channels. During the BBS 2008 study, Ethos’ researchers made 725 branch visits, made 435 telephone calls to bank call center’s and visited bank websites 300 times. More information on Bank Benchmarking Study 2008.
Lost Sales Calculator
Using research from our recently completed Retail Benchmarking Study Ethos can now estimate the revenue lost due to basic errors and inadequacies in customer service.