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Author: Simon Hunt

By  Simon Hunt

July 28, 2016

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?
By  Simon Hunt

April 04, 2016

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...

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