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
30-Dec-2011
REGION
North America
North America
Research Code: NA15-01-00-00-00
SKU: IT02197-NA-MR_11952
$10,000.00
In stock
SKU
IT02197-NA-MR_11952
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
Popular Topics
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.
No Index | Yes |
---|---|
Podcast | No |
Author | Anna Kuberacka |
Industries | Information Technology |
WIP Number | NA15-01-00-00-00 |
Is Prebook | No |