Our survey reports on large businesses’ struggles and successes with scaling their customer service for busy times.

We interviewed 1,000 people to find out why customer service really matters and what consumers really want from it.

As a brand, Hotel Chocolat have always found outsourcing essential to their operations as it offers them much-needed flexibility. Plus, they have found that when partnering with FM, the expanded teams feel like just another part of the Hotel Chocolat business.

Our client reached out to FM Outsource to digitally transform their customer service offering. Within 10 months, we had improved their review score to 4 out of 5 stars and saw them sitting alongside fashion giant Dior.

The cost-of-living crisis means small businesses are facing a challenging time like no other. But our latest research shows the disparity between what customers want from small businesses and what they’re actually offering.