BBC Audience Services iPlayer support: Fixing someone's technology when you can't see it and when they are describing it to you
Summary
Few customer service organisations can boast of a 20 percentage point increase in satisfaction over a few months. And few can say that this was done without a major investment in technology or staff. BBC Audience Services can.
Useful market research doesn't have to complicated or cutting edge. BBC Audience Services used the findings from our Customer Satisfaction study to drive change within the business, which resulted in real improvements for users of the iPlayer help service.
This...