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

Pitch WinnerHod CarrierMarathon Man Geography TeacherOlympianBreakdancer OptimistMountain GoatPuddle Jumper Heart BreakerCalamity Jane9- 5

WHAT IS ERIC ( IN BRIEF)? ERIC stands for EMPATHY RATING INDEX COMPANY and is the methodology designed and adopted by Harding & Yorke for measuring ' How it feels to be a Customer' and ' How it feels to be processed' when interacting with an organisation. The standard benchmark is based on a twice- a- year study of around 200 companies from 13 different industries - each serving the UK - and is based on prospective customer calls into contact centres. Exactly 40 calls are made by employed Harding & Yorke researchers into each company over a three week period. No call is scripted, however the researchers use approved and tested stories and scenarios that are typical of customer interactions. Harding & Yorke's quality monitoring team ensure that all our researchers maintain the highest standards of accuracy and consistency. WHY IS ERIC SO IMPORTANT? After four years and the collection of over 3 million data points, the information was shared with Professor Merlin Stone and Dr. Yuksel Ekinci of Oxford Brookes University Business School. Their remit was to investigate any correlation with profitability. After carrying out both validation and regression analysis they reported a very high correlation of 0.85 against Return on Capital Employed. ERIC is the world's only service- related measure to correlate directly with profit and is proven to be valid, reliable and sensitive - all essential components in authentic research models. HOW FAR CAN ERIC GO? The ERIC measurement methodology has also been adapted by Harding & Yorke to successfully work across all functions and channels of a business including: Telephony / Retail / Face-to- Face ( meetings) / Correspondence / Internet and Email and Individual Assessments. ACCESSING ERIC REPORTS Various formats of the full ERIC reports are available. These include on- line access, comparative studies both vertically within industries and horizontally across industries, sound bites chosen to demonstrate specific trends and presentations designed and delivered to truly make the data come alive. To gain access to our on- line demo and current price list please contact: Jamie Lywood on + 44 ( 0) 7850 20 20 30 or at JL@ empathy. co. uk or go directly to our website at www. empathy. co. uk and follow the ERIC links. " More stupefying than the sheer number of our measures is the ease with which they are proposed and the uncritical manner in which they are accepted. In point of fact, most of our measures are only measures because someone says they are, not because they have been shown to satisfy standard measurement criteria ( validity, reliability, and sensitivity)." Gilbert A. Churchill ( Professor of Marketing, University of Wisconsin- Madison) THE INDUSTRY SCORES AND RANKINGS LISTED IN THE EMPATHY PROPHET T ARE PROVIDED BY THE ERIC PROGRAMME T