What is the Smiling Report? For the 15th year of publication, Better Business World Wide has just released the 2019 Smiling Report – an amalgamation of over 23 million mystery shopping evaluations from Europe, Asia and North and South America, focusing on the level of customer service from a range of industries. All the data has been submitted by professional mystery shopping service providers – members of the MSPA.Read More »
ESA Retail provides occasional white papers and commentary on topics relating to customer demand in retail.
As the clock runs down toward the PPI claim deadline this summer, the ticking clock seems only to have spurred claims management companies to even greater efforts to track down customers who may once have had PPI so that they can raise a mis-selling claim. Financial services providers must be scratching off the days on their calendars towards 30th August when time finally runs out on any more claims being raised. For the rest of us, the thought of not receiving sales and marketing calls, emails, pop-up ads and the like asking us to check if we have ever had PPI will seem like a welcome relief.Read More »
It seems fashionable at the moment for operators to be sacrificing operational measures in favour of customer feedback. The received wisdom being that “voice of the customer” is going to take care of measuring the customer experience but a recent visit to the pub by Client Manager Russell Bennett illustrated why this is not the panacea some would have you believe…Read More »
The BVA Group with operations in the UK, Asia Pacific and Americas, is a vertically integrated global market insight group.
BVA in London is a full service market research agency offering advanced research techniques across a range of industries.
Perspective Research Services provides fieldwork and data to leading research organisations.
Viewpoint have provided first class Viewing Facility and Fieldwork services for the Market Research industry for more than 25 years.
Alligator provides snappy solutions for digital research
BVA Group companies are members of the international Global network of market research agencies.