2012 Customer Contact Experience BenchmarksMulti-Channel and Cross-Industry

Assessing the Customer Contact Experience in the United States

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This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for various industries across contact channels including: live agent phone, IVR, e-mail, chat, and Web self-service. A Web-based survey methodology was used for this study: N in 2012=1863, N in 2011=3001. Industries benchmarked in this study include airlines, auto insurance, banking, consumer electronics retailers, health insurance, online travel companies, personal computer (PC) manufacturers, telecommunications, and utility providers. Phone-live agent is still the most used contact channel across all verticals surveyed. It is followed by e-mail and Web self-service.

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2012 Customer Contact Experience Benchmarks—Multi-Channel and Cross-Industry, 2012 United States Customer Contact Experience in Nine IndustriesCustomer Contact Experience—United StatesCustomer Contact Experience—Cross-Industry Benchmarks




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