Author: Simon Hunt

Towards a New Customer Experience Measurement

A high CSAT score is often seen as the holy grail of customer satisfaction. But can these scores offer a true indication of the customer journey? Simon Hunt, Director Customer Experience at Firstsource, looks at the limitations of CSAT scores...

Customer Complaints: A Silver Lining?

Simon Hunt, Director of Customer Experience, Firstsource Customer complaints are an unavoidable part of business. No customer is 100% happy 100% of the time and they are often not afraid to let product and service providers know when things go wrong.   Whilst complaints say a lot about a business, how they...