Kevin Goodings - Service Tick
Knowing what your customers want and why
they buy is vaulable information for every
business – and it’s the speciality of Norwich firm
matched its sales
for the whole of
2009 in the first 6
months of 2010.
Launched in 2007, the firm was founded by
Kevin Goodings to find a way to provide immediate,
intelligent and instant feedback from customers to
companies following a transactional experience.
ServiceTick specialises in customer feedback
from call centre and online channels as well as
interactive voice response (IVR) surveys, email and
web surveys. It then gleans insight for companies
from the data it has gathered.
Clients include Anglian Home Improvements,
Lloyds Banking Group, RAC, Standard Life, Hiscox
Insurance and Surrey Council.
But it has been a new product launched this year
that has helped boost sales.
SesscionCam was developed last year to provide
a new tool to focus specifically on the optimisation
of online experience and business transactions.
It lets companies see exactly what their
customers are doing on their websites by recording
and analysing site activity, looking at online
behaviour and usability issues and sending out
alerts when performance drops.
Since its launch at the start of 2010, it is now
being used by the likes of Aviva and Carol Nash.
The firm has also launched another tool for its
IVR surveys. A customer rescue capability sees
pre-agreed trigger words spark an email alert to call
centres to respond to a customer.
As a result, ServiceTick has matched its sales for
the whole of 2009 in the first six months of 2010 and
has its sights set on turning over £3m by the end of
Mr Goodings’ background saw him creating
Norwich Union’s first website in 1995 and then
leading the development of the insurance giant’s
e-commerce operations in the UK until 2000.
He has also worked as an executive director of
Victoria Real, one of the UK’s leading interactive
media production companies and now owned
by Endemol. In 2004 he set up and successfully
grew Internet Geeks his own web development
The firm’s chairman is another former Norwich
Union man Patrick Smith. While at Norwich Union,
Mr Smith oversaw the set-up and dramatic growth
of Norwich Union Healthcare and Norwich Union
Direct, making it the largest UK direct insurance
operation. He then set up online insurance company
its4me before transforming the fortunes of Swinton