Slaptieji pirkėjai nustatė, kad iš penkių didžiųjų Lietuvos prekybos tinklų į aukščiausią klientų aptarnavimo kokybės kategoriją patenka trys. Įvardytas ir mažmenininkų Achilo kulnas – papildomi pardavimai. Aptarnavimo kokybės didžiųjų mažmeninės prekybos tinklų sektoriuje tyrimą atliko UAB „Slapto pirkėjo tyrimai“ (SPT), dirbanti su prekės ženklu „Dive Lietuva“. Slaptieji pirkėjai užsuko apsipirkti į prekybos centrus ir patikrino […]
As the year is in full swing we wanted to share with you some latest news in customer service and Dive Group as well as small insight into the future actions. So, let’s dive into our first newsletter! Enjoy your reading! SOME TOP TRENDS IN CUSTOMER SERVICE TODAY Artificial intelligence (AI) and automation […]
Companies Dive Eesti and Service Check agreed to merge and since May they continue as Dive Eesti. Siim Padar and Tauri Taimre, founders of Service Check, will be joining the board of Dive Eesti, taking over the management of Dive Eesti. The companies’ teams will be working together in an office located in Tallinn. Everything […]
The highest score of customer service quality was determined at banking sector in Lithuania (89.5%). Banks in Latvia scored 9 pp less (80.5%) and the lowest score at banking sector of Baltics was assessed in Estonia (77.5%). The leader in Lithuania and Latvia is “Citadelė” (96.4% and 91.7%), in Estonia – “LHV” (91.0%). Dive carried […]
Dive carried out non life insurance sector survey in May 2013 in Lithuania by conducting 70 visits to different non life insurance companies. The aim of the research is to measure customer service quality of non life insurance companies, benchmark results and find out three best non life insurance companies. Customer service quality is 92.7% […]
Dive carried out insurance sector survey in June 2012 in Lithuania by conducting 70 visits to different non life insurance companies. The aim of the research is to measure customer service quality of insurance companies, benchmark results and find out three best non life insurance companies. Customer servise quality is 88.5% in insurance sector in […]
The next MSPA Europe conference is going to take place in Sardinia in May 2012. Over 150 participants are registered already and Dive representatives are among them. Conference theme for this year, ESPERIENZA MISTERIOSA, encourages us to explore the mysteries of Customer Service Measurement from new angles and with different perspectives.
Dive carried out banks sector survey in the end of 2011 and beginning of January 2012 in Estonia, Latvia and Lithuania by conducting 270 visits to different banks. The aim of the research is to measure customer service quality of commercial banks in Baltic region, benchmark results between banks and countries and find our three […]