2012 Customer Contact Experience BenchmarksMulti-Channel and Cross-Industry

Assessing the Customer Contact Experience in the United States

USD 10,000.00

* Required Fields

USD 10,000.00


Be the first to review this product

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-se

Table of Contents

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




Related Research

Release Date : 25-Feb-18

Region : North America

Release Date : 19-Feb-18

Region : North America

Release Date : 15-Feb-18

Region : North America

Release Date : 15-Feb-18

Region : North America

Why Frost & Sullivan

Working with the CEO’s growth team to create a vision based on a transformation growth strategy

Creating content-based digital marketing strategies that leverage our research perspective to differentiate and “tell your story”

Tracking over 1000 emerging technologies and analyzing the impact by industry and application to reveal the companies to watch in each sector

The Frost & Sullivan team is based in our 45 global offices and have developed a powerful global understandings of how industries operate on a global level.