UK BRAND VOICE study
UK BrandVoice Study
This survey compares how the top 200 companies in the UK greet their customers and suppliers.
Telephone interviews were conducted amongst 191 company receptions in the UK. Each receptionist was asked to name two senior personnel within their organisation, their responses were then ranked on a basis of 1-10 against the following criteria:
Speed of answering
Knowledge of key personnel
Over 15% of companies have a policy of not disclosing names of senior management to outside callers. 13% were found to be horribly slow in answering the phone call in the first place; taking more than 8 rings to answer.
Only 52% of companies were found to be friendly to callers and 64% were rated as sounding professional. 9% of companies were downright unfriendly.
The overall rankings of companies are as follows:
Top 5 Companies Rank The Boots Company PLC 1 Barclays Bank 2 Bravo 3 Bank of Scotland 4 Marconi PLC 5
BottomÂ 5 Companies Rank Pfizer 187 Powergen 188 Financial Service Authority 189 Woolworth PLC 190 Kodak 191