Customer Service Risk and Reputation
£1,000.00
Our latest Breakthrough Research assesses the extent to which customer service is seen as a reputational risk, how this affects service strategy and investment and proactive risk management.
The research will also look at the long-term impacts of reputational damage on customer loyalty and how organisations can recover from reputational damage.
Description
At a time when customers demand greater transparency and scrutiny of organisations’ products, customer service and business practices, the range of risks affecting reputation has intensified, overall levels of trust in business and government have declined, and the internet, social media and 24 x 7 news coverage mean that reputational damage can grow rapidly, understanding and proactively managing reputational risk has become more critical for organisations.
This research examines the key factors influencing perceptions about an organisation’s reputation and the impact of failures in customer service on long-term reputation and customer engagement. We consider whether customer service is seen as a reputational risk in the boardroom and how organisations assess, manage and measure reputational risk. The report concludes with recommendations for creating a culture for effective management of customer service, risk and reputation.
The research is based on interviews with 17 senior executives, including CEOs, Chief Risk Officers and Chief Operating Officers, and online surveys of 1,013 customers and 305 employees and managers working in UK organisations with more than 50 employees.