Customer Contact Experience Benchmarks - Airline Industry

Customer Contact Experience Benchmarks - Airline Industry

Assessing the Customer Contact Experience in the United States

RELEASE DATE
30-Dec-2011
REGION
North America
Research Code: NA15-01-00-00-00
SKU: IT02197-NA-MR_11952
$10,000.00
In stock
SKU
IT02197-NA-MR_11952
$10,000.00
DownloadLink

Pay by invoice

ENQUIRE NOW

Description

This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the airlines industry across many contact channels: live agent phone, IVR, email, chat, and Web self-service. A Web-based survey methodology was used for this study: N=567. Companies benchmarked in this study include but are not limited to: AirTran, Alaska, American, Continental, Delta, JetBlue, Southwest, United, and US Airways. Within the industry, the most popular contact channels are: website self-service and phone/live agent. E-mail is less popular, while phone/IVR and chat with live agent are niche channels.

Table of Contents

Airlines Customer Contact Experience - U.S. 2011

  • Customer Contact Experience - Airlines Benchmarks
Related Research
This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the airlines industry across many contact channels: live agent phone, IVR, email, chat, and Web self-service. A Web-based survey methodology was used for this study: N=567. Companies benchmarked in this study include but are not limited to: AirTran, Alaska, American, Continental, Delta, JetBlue, Southwest, United, and US Airways. Within the industry, the most popular contact channels are: website self-service and phone/live agent. E-mail is less popular, while phone/IVR and chat with live agent are niche channels.
More Information
No Index Yes
Podcast No
Author Anna Kuberacka
Industries Information Technology
WIP Number NA15-01-00-00-00
Is Prebook No