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Multi-Channel, Cross-Industry Customer Contact Experience Benchmarks
Frost & Sullivan, Dec 2011, Pages: 34
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.
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