BBC Audience Services iPlayer support: Fixing someone's technology when you can't see it and when they are describing it to you

This case study describes how BBC Audience Services, a customer-facing department of the broadcasting company, used the findings from its Customer Satisfaction study to make changes within the business and improve its iPlayer help service.

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.