2012 Customer Contact Experience BenchmarksConsumer Electronics Retailers Industry
2012 Customer Contact Experience BenchmarksConsumer Electronics Retailers Industry
Assessing the Customer Contact Experience in the United States
03-Oct-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, e-mail, chat, and Web self-service. A Web-based survey methodology was used for this study: N=1863. Companies benchmarked in this study include but are not limited to: Amazon, Apple, Best Buy, Dell, Fry’s Electronics, Newegg, Office Depot, RadioShack, Sears, Staples, Target, and Wal-Mart. Within the industry, the most popular contact channels are phone/live agent and e-mail. Web site self-service has been used by fewer customers, while Web chat with live agents and IVR are the least popular.
Table of Contents
Consumer Electronics Retailers Customer Contact Experience—United States
- Customer Contact Experience—Consumer Electronics Retailers Benchmarks
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No Index | Yes |
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Podcast | No |
Industries | Information Technology |
WIP Number | NACE-01-00-00-00 |
Is Prebook | No |