Customer Contact Experience Benchmarks - Telecom, Cable, and Satellite 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 telecommunication 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=1389. Companies benchmarked in this study include but are not limited to: AT&T, Comcast, Cox, DIRECTV, DISH Network, Qwest, Sprint Nextel, Time Warner Cable, T-Mobile, U.S. Cellular, and Verizon. Within the industry, the most popular contact channels are: phone/live agent and website self-service. Phone/IVR and e-mail were used by significantly fewer customers. Website/chat with live agent is a niche channel.

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Customer Contact Experience Benchmarks - Telecom, Cable, and Satellite Industry, 2011 U.S. Customer Contact Experience in Telecom, Cable, and Satellite IndustryTelecom Customer Contact Experience - U.S. 2011 Customer Contact Experience - Telecom Benchmarks




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