page 1
page 2
page 3
page 4
page 5
page 6
page 7
page 8
page 9
page 10
page 11
page 12
page 13
page 14
page 15
page 16
page 17
page 18
page 19
page 20
page 21
page 22
page 23
page 24
page 25
page 26

YOUR EMPATHY PROPHET ™ - ISSUE 2/ NOVEMBER 2008 12THE ERIC DIRECTORY CATALOGUE CLOTHING JUN 2008 Additions Direct0870 413 5000/ 08448 220 099Message - ignore prompts and hold Boden0845 677 5000Straight to agent Fat Face0870 6000 090Straight to Agent Freemans0871 987 0444Ignore options Grattan0844 556 5566Message - press 1 - agent Hawkshead0870 830 6007Straight through JD Williams0870 160 6100Message - 3 to 6 rings - ignore input customer number - advsisor Joe Browns0113 234 6070Straight to agent Kays LS/ Choice For You/ GU Essentials08448 111 800Option 2 ( anything else), Option 4 ( anything else) La Redoute0870 0500 455Say ' new customer' Say ' enquiry' Lands' End0800 376 7974Straight to agent LX Direct ( Littlewoods) 08448 222 321Say ' no'; ' help me with something else; ' new customer' Marks & Spencer0845 609 0200Option 4 - other enquiries Marshall Ward0844 811 8112Option 2 ( anything else), option 4 ( anything else) Next Directory0845 600 7000Straight through CREDIT CARDS SEP 2008 Marks & Spencer - & More0800 997 996Message: press 1: press 2: music: Advisor American Express01273 696933Message: ignore request: press 0 Barclaycard0800 731 0200Hold for new applications department Capital One0800 952 5452Message: press 1: 2- 3 minute message: agent Egg08451 233 233Message: Say " egg card": ignore all requests: wait Halifax - HBOS08457 28 38 48Message: option 2: option 1: message: Advisor HSBC0800 130 130Message then straight through Lloyds TSB0800 056 0100Straight through MBNA0800 776 262Message: hold: Advisor Nationwide0800 30 20 10Message: say " credit cards": say " new": Advisor NatWest0800 444 252Message then straight through Sainsbury's Bank0800 0321 365Message: option 1: agent Tesco0800 406 050straight through ( asked for name) The Co- operative Bank0845 600 6000Message: Ignore request for a/ c number then # to speak to an advisor The Royal Bank of Scotland0800 16 16 16Message: Press 1: Agent Virgin Money0800 096 9939Message: Hold for agent Home INSURANCE May 2008 Britannia0845 1203660Message - option 1 - message - agent Churchill0800 200 326Message - option 3 - option 1 - message - agent CIS08457 464646Message - option 2 - message - option 4 - message - agent Direct Line0845 246 8000Option 1- message - agent esure0845 601 7074Option 2 - option 2 - message - option 1 - message - agent HBOS0845 600 6001Option 3 - Option 1 - message - agent ING Direct0800 328 8830Message - option 3 - message - then agent. Lloyds TSB0800 015 9960Option 1 - option 2 - then Agent MORE TH> N0800 294 1868Message - agent Nationwide0800 30 20 10Say; " Insurance", say " Home", say " No", message, agent Norwich Union0800 068 3662Message - hold - option 2 - option 4 - agent Sainsbury's Bank0500 30 10 30Option 1 - agent Tesco0845 300 6600Message - hold - option 2 - option 4 - agent Loans JUN 2008 AA0800 015 2848Option 1 then message Abbey0800 670 660Option 3 Alliance & Leicester0800 015 1720Option 1 Barclays0800 716 598Option 1: intermediary: then agent Britannia0800 096 0413Straight through The Co- operative Bank0845 7 212 212Ignore requests: press # first direct0800 24 24 24Straight through Halifax0845 7 24 34 44Option 2: option 1 HSBC0800 130 130Straight to agent Marks & Spencer0800 363 400Option 1 Nationwide0800 30 20 10Say ' loans', ' personal loans', ' new loans' NatWest0800 24 34 06Straight through RBS0800 121 121Message then straight through Sainsbury's Bank0845 606 1690Straight through Tesco0845 303 00 34Straight through Telephone Banking SEP 2008 Abbey0845 765 4321Option 4: Message: agent Alliance & Leicester0500 95 95 95Ignore options: message: agent Barclays0500 007 234Option 4: Agent Citibank0800 00 88 00Message: advisor first direct0800 24 24 24Straight through Halifax08457 20 30 40Option 4: option 5 HSBC0800 130 130Straight through Lloyds TSB0845 3 000 000Say " No" then ' Yes': Intermediary taking basic details then agent Nationwide0800 30 20 10Say ' Current Account' NatWest08457 888 444Option 2 - transferred to intermediary - advisor RBS0808 100 0808Straight through The Co- operative Bank08457 212 212Ignore request for a/ c number: just press # Yorkshire Bank0800 202122Option 2: agent Below is a list of telephone numbers and corresponding options that we accessed in order to compile the ERIC findings. Each number is independently sourced and test- called to ensure that the people at the other end are both capable and expected to deal with our requests. When we present our findings to our clients we use sound bites and other evidential sources to both demonstrate specific points on our measurement scale and to share with them what empathy ( or lack of it) sounds, feels and looks like. We invite you to explore the numbers below to gain your own experiences.

© 2008 HARDING & YORKE 13 HEALTH INS SEP 2008 AXA PPP0800 121 345Straight through BUPA0800 600 500Option 1: intermediary: agent HSA0800 085 4321Straight Through Norwich Union0800 424 242Detailed message then straight through Pruhealth0800 092 6666Message: option 1: agent Standard Life0800 77 99 55Message then straight through Tesco0800 0121 880Message then agent WPA Direct0800 7833 783Recorded message then straight through Life INSURANCE APR 2008 Direct Line0845 246 8080Option 1: agent HBOS0870 607 6781Option 2 Legal & General0800 027 1972Straight through Norwich Union Direct0800 092 7750Option 1 RBS0800 056 0152Straight through Sainsbury's Bank0800 027 7166Straight through Scottish Widows0845 608 0371Option 4: agent Standard Life0845 272 6649Straight through Tesco08457 104 010Option 3: option 2: option 1 Virgin Money08456 101 008message then straight throughMobile Phones AUG 2008 30800 358 9571Message: agent BT Mobile0800 783 2326option 2: star: option 1: option 1 Carphone Warehouse0800 049 0049Message: option 2: message: option 2, message: agent Dialaphone0800 0928 244Message: agent O20870 225 7879Message: press 02: press 02: message: agent Orange0800 079 2000Option 01: option 02. Phones 4u0800 072 5856Option 02 T- Mobile0845 412 2401Option 1 Tesco Mobile0800 015 2006Message: agent Virgin Mobile0845 6000 070Press 4 ( for contract) Vodafone08080 408 408Option 1 Mortgages JUL 2008 Abbey0800 3899 890Option 1: option 3: option 1: agent Alliance & Leicester0800 0563254Message: option 1: agent Barclays0845 6770002Straight through Britannia0800 0131140Option 1: option 1: Message: Agent Cheltenham & Gloucester0800 0280639Option 1: agent Direct Line0845 2468003Option 1 first direct0800 48 24 48Straight through Halifax0845 7273747Option 4 HSBC0800 1696333Straight Through ING Direct0800 032 8822Option 1 Nationwide Building Society0800 30 20 10Message: Say ' mortgages', say ' no,' say ' quote', say ' verbal' agent. NatWest0800 0969527Straight through Royal Bank of Scotland0800 056 3220Message: press 03: agent Standard Life Bank0845 845 8450Message: option 02: option 02 Tesco0800 694 2444Straight through The Co- operative Bank0800 0 288 288Option 1: message: agent Motor INSurance JUL 2008 AA0800 085 5007Option 1: advisor Admiral0800 600 800Option 1: advisor ASDA0845 300 5771Option 1: option 2 ( new quote): Option 1 ( fully comp) Churchill0800 200 300Option 1: option 3: option 1 Cornhill Direct0800 731 7430Option 2 Direct Line0845 246 8888Option 1: message: agent esure0845 603 7878Option 1: message: option 1: agent Kwik- Fit Financial Services0800 280 2222Option 3: option 4: agent Marks & Spencer0800 107 1823Option 2: agent MORE TH> N0800 109 109Option 2: option 1: agent Norwich Union Direct0800 092 9564 Option 1: message: agent Post Office0800 169 6500Option 2: option 3: message: agent RAC0800 015 4331Option 1: message Sainsbury's Bank0800 032 0000Option 1: message: option 1. Tesco0845 301 0774Option 3: option 1: message: agent The Co- operative Insurance08457 46 46 46Option 1: option 4 Zurich0800 445 588Message: agent Savings APR 2008 Abbey0800 174 635Option 1: option 2 Alliance & Leicester08703 333 444Option 2: option 2. Barclays0800 400 100Option 3 Bradford & Bingley0845 600 8885Option 3: option 3. Britannia0800 013 4860Option 2: option 2. Egg08451 233 233Say ' Savings': Ignore postcode request: Agent first direct0800 24 24 24Message: Agent Halifax08457 263 646Message: option 2: option 2: agent HSBC0800 130 130Message: hold: agent ING Direct0800 376 8844Message: agent Lloyds TSB0845 3000 000Message: Ignore A/ C number: No ( customer): Yes ( new account): Agent: Possible Transfer Nationwide08457 30 20 10Option 1: Option 3: Option 3: Option 2: Agent NatWest0800 592 933Straight through RBS0808 100 9510Straight through Sainsbury's Bank0500 405060Option 1: Option 1: Agent Standard Life08457 555657Option 2; Message; Agent Tesco08457 10 40 10Option 1: Option 2