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.