2012 Customer Contact Experience BenchmarksTelecommunications Industry
2012 Customer Contact Experience BenchmarksTelecommunications Industry
Assessing the Customer Contact Experience in the United States
28-Sep-2012
North America
Description
This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the PC manufacturers industry across contact channels including: live agent phone, IVR, email, chat, and Web self-service. A Web-based survey methodology was used for this study: N=2156. Companies benchmarked in this study include but are not limited to: AT&T, Comcast, Cox, DIRECTV, DISH Network, Qwest/CenturyLink, Sprint-Nextel, Time Warner Cable, T-Mobile, U.S. Cellular, and Verizon. Within the industry, the most popular contact channel is phone/live agent. E-mail, Web site self-service, and IVR have been used by fewer customers, while Web chat with live agent is the least popular.
Table of Contents
Telecommunications Customer Contact Experience—United States
- Customer Contact Experience—Telecommunications Benchmarks
Popular Topics
No Index | Yes |
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Podcast | No |
Author | Anna Kuberacka |
Industries | Information Technology |
WIP Number | NAD3-01-00-00-00 |
Is Prebook | No |