Multi-Channel, Cross-Industry Customer Contact Experience Benchmarks

Multi-Channel, Cross-Industry Customer Contact Experience Benchmarks

Assessing the Customer Contact Experience in the United States

RELEASE DATE
27-Dec-2011
REGION
North America
Research Code: N8CC-01-00-00-00
SKU: IT02175-NA-MR_11930

$10,000.00

Special Price $7,500.00 save 25 %

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SKU
IT02175-NA-MR_11930

$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 health insurance, auto insurance, banking, airlines and telecom industries across the following contact channels: live agent phone, IVR, email, chat, and web self-service. A web-based survey methodology was used for this study: N=3000. Phone-live agent is a main customer contact channel for the telecom, auto insurance, and health insurance companies, while website self-service is a is a major contact channel for airlines. Overall, the most popular contact channels (website self-service and phone-live agent) receive the highest satisfaction ratings.

Table of Contents

Cross-Industry Benchmarks - Customer Contact

  • Customer Contact Experience - Cross-Industry Benchmarks
Related Research
This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for health insurance, auto insurance, banking, airlines and telecom industries across the following contact channels: live agent phone, IVR, email, chat, and web self-service. A web-based survey methodology was used for this study: N=3000. Phone-live agent is a main customer contact channel for the telecom, auto insurance, and health insurance companies, while website self-service is a is a major contact channel for airlines. Overall, the most popular contact channels (website self-service and phone-live agent) receive the highest satisfaction ratings.
More Information
No Index Yes
Podcast No
Author Anna Kuberacka
Industries Information Technology
WIP Number N8CC-01-00-00-00
Is Prebook No