NSW customers highly satisfied with Council interactions

2019 Local Government Customer Experience Insights Report Reveals Key CX Issues Facing Local Government 

Three quarters of residents are satisfied with the recent contact they have had with their council, according to new research carried out by Fifth Quadrant. The report outlines which councils had the highest satisfaction percentage, and as it turns out also had the highest first contact resolution (FCR) rate. The study suggests that FCR continues to be a crucial metric within the realm of local council customer experience (‘CX’).

Topics: Customer experience CX Articles & Insights consumer research

Retail CX: What do Millennials want?

Retail is changing. On top of the rising popularity of online shopping there is also a tectonic demographic shift taking place. As Baby Boomers retire and the remaining Generation Xers enter their 40s, Millennials are beginning to enter the mid-stage of their career. As a result, their buying power is increasing and they are changing the retail game.

Topics: Customer experience personalisation CX Articles & Insights consumer research experiential retail

Cash is (almost) dead. Long live mobile payments.

The origin of cash can be traced back to the eighth century, when citizens of China's Tang Dynasty began to use what they called "flying money"(飛錢), due to its likelihood of being swept away in a breeze. 

Fast forward to today, and cash is facing a new challenge more fatal than wind: digital and mobile payments. In 2016, third-party payment services led by Alibaba (39% of the market) and Tencent (27%) grew to around USD$5 trillion in China, which is almost half of the country's GDP.  

Topics: Customer experience CX Articles & Insights consumer research

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