Customer Pioneer Report - The Foundation - Flipbook - Page 15
FINDINGS FROM CUSTOMERS
The State of the Nation for UK Customers
If we look across the lives of our respondents, the 44 categories
divide into three groups:
The Vampires.
The Heroes.
The organisations who help, who uplift, with
The sectors that drain our energy and get in
our way, failing to solve our problems, wasting the customer outcome and customers front
and centre.
our lives dealing with the fall-out and feeling
angry or upset as a result.
Vampires
Unexceptionals
Heroes
Fail to solve our
problems
Tolerable or passable
Help us get to
outcomes we want
The Unexceptionals.
The sectors in the middle, doing OK but not
living up to their true purpose of making our
lives better in some way.
Make us angry or
upset
30
Doing an OK job
But not really making
life better
Uplifting, caring,
helpful, inspiring
Get in the way
Customers central
‘Wasting our lives’
(Good to work for)
31