Self-service briefing: Satisfaction at stake
If you get self-service right, you will dramatically improve customer satisfaction. That was the claim of Aviva head of online experience Chris Abrathat who noted that when his business moved to this model, he was proud to have an average satisfaction score for online customers that was eight points above the insurer's average.
"However, every time it fails — and it was not that bad, say a couple of hours on a Monday, a couple of hours on a Wednesday — I ended up 15 points below the average by the end of that week as people
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