Patient-initiated follow-up is supposed to give people control. But as the NHS transfers responsibility for restarting care, chasing risks becoming part of the treatment – and receiving a response part of the...
Category - Reachability
Reachability and Contactability Online and how this is impacted by changes in organisational and consumer culture
Eva Stefanidou
Patients have become the NHS’s unpaid follow-up department
The NHS waiting list is visible because it is counted. The administrative work surrounding that wait is less visible, although patients perform more of it every day. People telephone departments, check whether referrals...
Richard Hall
Today’s Zero Trust Frameworks Are Creating Inbox Paranoia
Here at ReplyResearch, we’re constantly on the lookout for insights impacting your corporate reachability and responsiveness. We just uncovered a truly fascinating piece of academic research that comes up with a brand...
Jonathan Friedman
What companies mean when they talk about “deflectionâ€
In customer-service and customer-experience circles, deflection has a special meaning. It usually means a customer who might otherwise contact a human support agent is steered somewhere else first. That route might be a...
Are Public Bodies Now Just Faking Reachability?
Barnet Council’s garden-waste page appears to have told residents waiting for stickers to email its recycling team. In this case, when that route was used, the automated reply said the inbox wasn’t monitored. It’s...
Peter Friedman
Why We’re launching the Customer Support Black Hole Survey
We’ve just launched a new survey into customer support failures because existing research has made one thing very clear: responsiveness matters. But it has also left one major question unanswered – what...
Gabriel Fitzpatrick
