Customer Contact Experience BenchmarksBanking Industry

Customer Contact Experience BenchmarksBanking Industry

Assessing the Customer Contact Experience in the United States

RELEASE DATE
30-Dec-2011
REGION
North America
Research Code: N8E1-01-00-00-00
SKU: IT02178-AF-MR_11933

$10,000.00

Special Price $7,500.00 save 25 %

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SKU
IT02178-AF-MR_11933

$10,000.00

$7,500.00 save 25 %

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Description

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.

Table of Contents

Banking Customer Contact Experience - U.S. 2011

  • Customer Contact Experience - Banking Benchmarks
Related Research
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.
More Information
No Index Yes
Podcast No
Author Anna Kuberacka
Industries Information Technology
WIP Number N8E1-01-00-00-00
Is Prebook No