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
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 |