Despite the headlines, JLP are doing many things right. They seem to offer a good user experience across their digital channels and provide superior instore service. So what can they do to turn things around?
Read moreMobile banking apps are an increasingly crucial frontline for banks. Our new benchmarking programme focussed on Mobile Banking App customer experience allows subscribers to assess customer perception and the app experience metrics on a range of features
Read moreCharitable giving is fertile ground for applying behavioural science to ‘nudge’ changes in donors’ choices and their levels of giving. Take a look at our top 4 tips from behavioural science.
Read moreFrom our wealth of customer experience (CX) work, we have written a series of papers sharing our knowledge. Ultimately we hope to inspire your CX strategy and further demonstrate the potential of NPS as a valuable performance metric.
Read moreIf there’s one thing that’s clear from our work with visitor attractions, it’s that they deliver incredible experiences. By comparing the Net Promoter Scores (NPS) of over 250 brands in six sectors we’re now able to prove that visitor attractions deliver better experiences than other sectors too
Read moreAre traditional banks really under threat, from Neobanks such as Monzo and Starling? We reviewed the Net Promoter Scores (NPS) from a selection of BVA BDRC sector studies to find some answers.
Read moreLatest news and results from BVA BDRC's Rail Reputation Index which was published summer 2019.
Read moreOur latest download discusses the merits of using NPS as a way of benchmarking performance against competitors and those in other categories.
Read moreWe explore how visitor research highlights potential barriers to engagement and enjoyment to inform future interpretative decisions.
Read moreWhether it is promoting the benefits of paid bank accounts, encouraging online banking or making investing more accessible, there are many aspects of the financial sector that could benefit from nudges.
Read moreThe truth is, on occasion I lack self-discipline (no, really). I know what I should do, but I keep finding ways to justify to myself doing the things I shouldn’t. What I need is a bit of help – a nudge in the right direction.
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14th January 2020
Despite the headlines, JLP are doing many things right. They seem to offer a good user experience across their digital channels and provide superior instore service. So what can they do to turn things around?
Read more
10th January 2020
Mobile banking apps are an increasingly crucial frontline for banks. Our new benchmarking programme focussed on Mobile Banking App customer experience allows subscribers to assess customer perception and the app experience metrics on a range of features
Read more
8th January 2020
New Year’s resolutions are a perfect example of the gap between intent and action. Breaking well-established habits is hard. And knowing what to do differently is rarely enough.
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3rd December 2019
Charitable giving is fertile ground for applying behavioural science to ‘nudge’ changes in donors’ choices and their levels of giving. Take a look at our top 4 tips from behavioural science.
Read more
12th November 2019
We have put together our top tips to help anyone needing to prioritise the locations they market using geographical mapping.
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6th November 2019
A global study into how OTAs bridge Australia to the world.
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25th October 2019
People are creatures of habit, and nowhere is this more evident than on our daily commute to work.
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23rd October 2019
From our wealth of customer experience (CX) work, we have written a series of papers sharing our knowledge. Ultimately we hope to inspire your CX strategy and further demonstrate the potential of NPS as a valuable performance metric.
Read more
7th October 2019
When it comes to sustainability, the hospitality industry is clearly moving in the right direction. So how can hotels start Nudging successfully and profitably?
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10th September 2019
AttractionsMOT is a considered three-step process focused on delivering a clear, benchmarked view of an attractions performance, the business areas to prioritise and the opportunity to be realised.
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6th September 2019
If there’s one thing that’s clear from our work with visitor attractions, it’s that they deliver incredible experiences. By comparing the Net Promoter Scores (NPS) of over 250 brands in six sectors we’re now able to prove that visitor attractions deliver better experiences than other sectors too
Read more
22nd August 2019
Are traditional banks really under threat, from Neobanks such as Monzo and Starling? We reviewed the Net Promoter Scores (NPS) from a selection of BVA BDRC sector studies to find some answers.
Read more