Things getting worse on the phone?
Leisure-net Solution’s 5th annual call-Focus™ survey reveals the national average score is down by 8% on last year
The National call-Focus™ Survey, which tests and scores all aspects of a telephone membership enquiry against industry standards, was set up by customer insight specialist Leisure-net in 2007 as a way of helping operators gauge the success of their telephone enquiry handling. This year over 70 sites were rung 3 times over a 7 day period by the companies experienced mystery callers. All calls were digitally recorded and have been sent to the operators concerned.
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