- In 2004, three out of five contactors (59%) were satisfied with the response they received when contacting a company for assistance.
- Only half (50%) of contactors calling into a U.S. company are likely to purchase additional products and/or services from the company they contacted.
- Consumer loyalty drops by 76 percentage points when a contactor is less than satisfied with the response he or she receives.
Improving Customer Service with Research Contactor satisfaction is driven by three attributes: 1. Ease of contacting someone for assistance 2. Performance of the call center agent 3. Response delivery
