2012 Customer Contact Experience BenchmarksTelecommunications Industry
2012 Customer Contact Experience BenchmarksTelecommunications Industry
Assessing the Customer Contact Experience in the United States
28-Sep-2012
North America
$10,000.00
Special Price $7,500.00 save 25 %
Description
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=2156. Companies benchmarked in this study include but are not limited to: AT&T, Comcast, Cox, DIRECTV, DISH Network, Qwest/CenturyLink, Sprint-Nextel, Time Warner Cable, T-Mobile, U.S. Cellular, and Verizon. Within the industry, the most popular contact channel is phone/live agent. E-mail, Web site self-service, and IVR have been used by fewer customers, while Web chat with live agent is the least popular.
Table of Contents
Telecommunications Customer Contact Experience—United States
- Customer Contact Experience—Telecommunications Benchmarks
Popular Topics
No Index | Yes |
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Podcast | No |
Author | Anna Kuberacka |
Industries | Information Technology |
WIP Number | NAD3-01-00-00-00 |
Is Prebook | No |