UK - Financial services companies, such as insurance and pensions providers, which sell primarily through intermediaries have been identified as the worst performers when it comes to customer services and complaint handling, according to a recent survey of 50 financial services companies by IBM and Swallow Information Systems, a provider of consumer-to-business customer management software.
Professor Merlin Stone, IBM professor of relationship marketing at Bristol Business School, who led the survey, said: The Financial Services industry rates poorly on customer complaints handling co...
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