Customer Contact Experience Benchmarks - Telecom, Cable, and Satellite Industry

Customer Contact Experience Benchmarks - Telecom, Cable, and Satellite Industry

Assessing the Customer Contact Experience in the United States

RELEASE DATE
27-Dec-2011
REGION
North America
Research Code: NA14-01-00-00-00
SKU: IT02196-NA-MR_11951

$10,000.00

Special Price $7,500.00 save 25 %

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SKU
IT02196-NA-MR_11951

$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 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.

Table of Contents

Related Research
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.
More Information
No Index Yes
Podcast No
Author Anna Kuberacka
Industries Information Technology
WIP Number NA14-01-00-00-00
Is Prebook No