Customer Contact Experience BenchmarksPC Manufacturers 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 PC manufacturers 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=1760. Companies benchmarked in this study include but are not limited to: Acer, Apple, Asus, Dell, Gateway, HP, Lenovo, Panasonic, Toshiba, Samsung, and Sony. Within the industry, the most popular contact channels are phone/live agent and e-mail. Web site self-service and Web site chat with live agents have been used by fewer customers, while IVR is the least popular.

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Customer Contact Experience Benchmarks—PC Manufacturers Industry, 2012 United States Customer Contact Experience in PC Manufacturers IndustryPC Manufacturers Customer Contact Experience—United StatesCustomer Contact Experience—PC Manufacturers Benchmarks

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