KPMG Nunwood

Why did we contact you?

If you have been contacted by one of our communications centre interviewers it means that we are trying to conduct a customer research interview with you on behalf of one of our clients. The reason we are doing this is to provide our clients with recommendations as to how they can improve their customer experience in the future.

 

> Who is KPMG Nunwood Consulting Ltd?
KPMG Nunwood is a wholly owned subsidiary of KPMG LLP (https://home.kpmg.com/uk/en/home.html), a UK limited liability partnership which is a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. KPMG Nunwood is an international customer experience consultancy focused on ‘full-service’ customer experience management (CEM). Our clients include banks, retail organisations, travel and tourism organisations, tele-communications and media organisations, utilities organisations and consumer technology organisations.

> What does KPMG Nunwood do?
Our clients want to ensure they are providing excellent customer service. KPMG Nunwood helps them in this aim by gathering customer feedback. Each month approximately 15,000 people are called by trained call operatives who conduct telephone interviews on behalf of our clients on different subject matters e.g. customer satisfaction surveys in respect of recent interactions or purchases. Alternatively, we may send recipients an email containing a link to an online questionnaire. KPMG Nunwood interprets and analyses the feedback which is then provided to our clients. The feedback allows these businesses to enhance and improve their customer service.

We are a member of the Market Research Society (MRS) and conduct our research in accordance with MRS’ Code of Conduct. Further information can be found here [https://www.theresearchbuyersguide.com/freephone/alpha/all] or you can telephone the MRS on Freephone 0500 396 999 can verify that we can legitimately carry out research

> Why did you call me or send me an online questionnaire?

You have been contacted because you are a customer of one of our clients and you may have had a recent experience (e.g. an interaction or purchase) with that business. Our client wants your feedback about your experience which they will use to enhance or make improvements in their customer service. Our client provides us with a contact list of customers to conduct telephone interviews with, or send online questionnaires to, and your contact details will have been on that list. When we contact you, we will identify which client has commissioned the research.

> I am worried about disclosing my personal information / How do I know if the questions being asked are appropriate?
The topics and list of questions are agreed with the client in advance. Our interest is solely in the customer experience of an organisation or its products and services. You will never be asked for any sensitive information such as health details, your bank account numbers or balances or passwords. Neither will you be asked to send us any documents. There is no compulsion to participate or share any information which you are not comfortable doing so.

> My telephone number is ex-directory and/or I am registered with the Telephone Preference Service (TPS) so you should not have called me.

The purpose of the TPS to prevent unsolicited sales calls. Because a market research survey call is not considered to be an unsolicited sales call, market researchers are not required to screen contact lists against the preferences services (for example, TPS).

Ex-directory status means that a named customer cannot be traced through telephone directories. The reason why companies contact ex-directory customers for feedback is so that any market research they commission truly represents their entire customer base which allows them to make the appropriate changes that will benefit you. This is why customers who are ex-directory are sometimes included in the contact lists we are provided.

If you would prefer, we can remove your name and contact details upon request from our database. This means you will not be contacted by KPMG Nunwood again. To do so, please contact us by email at contactqueriesteam@KPMG-Nunwood.co.uk or by telephone on +44 (0) 845 372 0101. If you wish to be removed from research calls or online questionnaires from all research agencies then you should contact the organisation that has provided us with your details directly to ask that they do not pass on your contact details to any 3rd parties.

> If I take part in a survey for you, will someone try to sell me something?

If you do take the time to take part in a survey for us, you can be assured that we are only collecting customer research and experience information from you. We provide your input only to our client who requested it in order to help them improve its customer experience in future. We do not share your input with anyone else. We will not try to sell you any services or goods.

> How do I complain?

If our FAQs do not provide the information or help you need, you can contact us on contactqueriesteam@KPMG-Nunwood.co.uk or +44 (0) 845 372 0101. We undertake to investigate any complaints we receive promptly and do what we can to resolve the concerns of anyone making a complaint. Our clients request that we run the complaints process in the first instance. We will investigate and will respond to you. If you remain unsatisfied, you can make a complaint directly to the relevant client

> Any further questions?

If you have any further questions please contact a member of our Project Operations team at contactqueriesteam@KPMG-Nunwood.co.uk