Customer Contact Experience Benchmarks - Airline 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 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

Customer Contact Experience Benchmarks - Airline Industry, 2011 U.S. Customer Contact Experience in Airline IndustryAirlines Customer Contact Experience - U.S. 2011Customer Contact Experience - Airlines Benchmarks

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