Incident report

Improving customer service and support during incidents

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Published

15th August, 2024

Kind

Publication

Type

Research report

Detail

In 2023-24 we carried out joint customer research into incidents with CCW to understand how customers experience the service they receive from their company when things go wrong. In this report we highlight some of the customer experiences captured through our research and provide examples of good and poor practice by companies in how customers are supported and served from start to finish, and after incidents.