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Research & Resources

November 6th 2017

Energy Theft Investigation Services Brochure

Issues with energy theft? Let's get it sorted.


News

November 1st 2017

Switching and consumer scepticism

Price comparison sites face a rise in switching sceptics and fail to deliver lasting savings or service improvements for many...

Posted in Cross Service


Blog

October 26th 2017

PR19 - will replacing SIM improve customer service in water?

With Ofwat determined that water companies raise their customer service game, it is proposed that SIM be replaced by WaterworCX at PR19. Here, our Customer Services Director Monica Mackintosh assesses the challenges ahead...


Blog

October 16th 2017

The Future of Customer Service

During National Customer Service Week, we asked Echo employees to share their views on the Future of Customer Service. Here, Dinny Harkin, a customer service advisor from Echo Northern Ireland shares his thoughts...


Blog

September 28th 2017

The role of ethics in customer retention

Retaining customers in a world of choice is challenging and complex. Customers have increasing expectations and competing on price alone is often no longer enough to entice many customers. Here, we examine if business ethics has a key role to play...


News

September 25th 2017

Businesses failing to fight for their customers

UK Businesses are potentially missing out on millions of pounds (revenue) every year by failing to fight for customers who...

Posted in Cross Service


Blog

September 13th 2017

Retaining Customers in a World of Choice

A short animation outlining the headline findings from our recent consumer research report including consumer attitudes towards switching, in which sectors switching is most prevalent, switching prompts, switching experiences and post-switch feelings...


News

August 31st 2017

4 in 10 households would instantly review water supplier in a competitive market

Recent research conducted by Echo indicates there is a strong consumer appetite for water competition...

Posted in Cross Service


Blog

August 29th 2017

A day in the life of a Utility Field Collections Officer

Here, Lloyd Birkhead, group managing director at Grosvenor Services, a part of Echo Managed Services speaks candidly about the role of an FCO, dispelling myths of over aggressive door collection and focusing on why customer relations is such an important part of the job...


News

August 16th 2017

More consumers opt for ethical service providers

More than one in 10 consumers say they are increasingly likely to switch their business to a service provider which is...


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