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Accessibility is Key to Customer Satisfaction in 2014

Comm100

According to a Forrester Research report from March of 2013, voice remains the most widely used method by consumers with 71% stating this is their preferred choice when communicating with companies. This channel also has the highest satisfaction rating after voice with consumers. Web Chat – Customers Love It!

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Four Ways to Increase Meaningful Interactions with Your Customers

CSM Magazine

Findings of the UK customer satisfaction index (UKCSI) earlier this year revealed that the utilities industry found themselves with a customer satisfaction score of 74.4 In this year’s Uswitch Energy Customer Satisfaction Report, a huge gap was identified between the larger suppliers and smaller suppliers.

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What Do Companies With Low Net Promoter Score Have in Common?

Retently

Since not all NPS® data is public, and most brands aren’t eager to publish their low Net Promoter Score, we’ve taken several steps to find reliable customer satisfaction data that we can use to compare brands: Whenever possible, we’ve sourced data from various NPS benchmarks to gain a picture of the general NPS range within an industry.

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Why Should You Care About Customer Experience?

Kerry Bodine

In it, I detailed research by the American Customer Satisfaction Index that shows that an investment portfolio that takes long bets on CX leaders and shorts CX laggards outperforms the S&P 500 by nearly a factor of five. That study was all about end consumers. Craft engaging customer experiences.”. Among them: IBM.

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The New Qualities for Customer Service Excellence

C3Centricity

Today there is no excuse for a consumer goods company to not be ready to help their users when they need it the most; for example: Early morning or late at night for personal care products. Today there is no excuse for a consumer goods company to not be ready to help their users when they need it the most.

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What is a good Net Promoter Score?

Lumoa

In a recent study , at least 49% of consumers are now saying that they are willing to talk about their positive experiences on social media compared to the 30% of those who will post something negative. A significant change since 2013 when it is the other way around. But, we can’t forget about the detractors.

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Why is customer service constantly so bad in the UK?

Vonage

For years companies have focused on making customer service as cost-effective as possible, rather than providing a genuinely valuable service. Now that social media has given consumers a public and increasingly powerful voice, brands are paying a hefty price. Customer satisfaction in the UK is at its lowest level since July 2010.