Credit Guides And Credit Services

Research indicates consumers still want personal touch

Credit Pacific Service Union 'Always-on' British culture has not eroded demand for traditional service values in the travel sector, according to research published today by the Henley Centre.

The Consumer Credit Counselling Service (CCCS) has commented on personal loans and the process of personal pricing in the financial industry.

Credit First Service Union The report, commissioned by BT, highlighted growing demand for 24/7 services. Businesses are under growing pressure to deliver the right information, product or service whenever, wherever and however it is required. However, the research showed that a 'Demand Delta' is emerging between customer demands and the ability of organisations to satisfy these.

Credit reference agency Experian has warned that consumers who don't register to vote could be refused access to credit such as personal loans.

Card Credit Mobile Service Although the internet has heralded a new age in service availability, online access is not always enough, with 45% of consumers wanting a phone agent available to talk to them whilst they complete a transaction on a company website. Slow responses to phone calls are not tolerated by consumers either: when faced with an engaged tone, nearly a third (31%) will try another company and nearly a quarter (24%) give up altogether.

Perhaps the most comprehensive research on credit scores and credit reports to date, found significant differences in credit scores for the same consumer among the Big Three CRAs. The research was published jointly in December 2002 by the Consumer Federation of America (CFA) and the National Credit Reporting Association (NCRA), which represents the smaller, independent credit bureaus and resellers.

Card Credit Discover Service Henley Centre research has shown that when customers call a travel agent to enquire about availability for a holiday the following year, if the phone just rings indefinitely, 23% will call a different organisation rather than try again. For one travel company, BT Inbound Analyst showed that over 8,000 potential customers a week failed to get through. If the average revenue per call was 162.50, this could equate to a loss of nearly 7.5 million in annual revenue. Where the lifetime value of customers is higher, even more may be at stake.

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Credit Public Service Union Despite the desire for on-demand service, consumers do have reservations about how far they interact with organisations. Trust is a major issue, with 37% professing to trust banks, and only 17% placing trust in insurance companies. Service providers can take consolation however from the fact that government is trusted by just 15% and political parties in general by just 6% of those surveyed.

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Card Credit Processing Service Security also creates fears about sharing information. A massive one in four UK adults knows someone who has had their identity taken or misused, or has experienced this for themselves. Worryingly, only a third of consumers are taking adequate measures, such as using different passwords and shredding old documents, to avoid becoming a victim of identity fraud.

Center Credit Service Union Gary Bullard, managing director, UK, BT Global Services, commented: "The rate at which consumer expectations continue to grow is staggering. Customers want instant access to the best products, advice and information. A big challenge for travel businesses is to replicate this quality of service and innovation across all channels, including the web and the phone.

Card Credit Service Wireless "Unfortunately, not all companies have developed this level of sophistication and as a result we are seeing the emergence of this 'Demand Delta' between consumer expectation and the actual level of service. Unless companies address this, their customers will become isolated, resulting in reduced revenues and internal staff frustrations."

Credit Security Service Union For businesses looking to win new customers and retain existing ones, customer relationship management (CRM) technology is widely regarded as a valuable tool. Despite high levels of investment, however, 80% of businesses aren't making the most of CRM to support four key areas of customer service: multi-channel management, outgoing contact, development of a single customer view, and targeted marketing.

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