Customer Contact Experience BenchmarksBanking 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 banking 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=1527. Companies benchmarked in this study include but are not limited to: Bank of America, Capital One, Chase Bank, Citibank, HSBC, JPMC, PNC Bank, SunTrust Bank, TD Bank, and Wells Fargo. Within the industry, the most popular contact channels are phone/live agent and website self-service. E-mail and IVR have been used by significantly fewer customers, while website chat with a live agent seems is a niche channel.

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Customer Contact Experience Benchmarks—Banking Industry , 2011 U.S. Customer Contact Experience in Banking IndustryBanking Customer Contact Experience - U.S. 2011Customer Contact Experience - Banking Benchmarks




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