According to Forrester’s Customer Experience Index, in 2014, 11% of brands were rated at “excellent”...
Read More >>>Category Archives: Customer Surveys
Consumer vs. Corporate Perception – A Clear Disconnect
Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that...
Read More >>>How Many Customer Service Interactions Go Wrong?
According to a Nuance commissioned survey of 1,000 American consumers, a quarter (26 percent) of customer service interactions are a negative experience. Among Generation X...
Read More >>>Know What's Important to Customers
A recent study by Execs in the Know and Digital Roots asked customers, Which characteristic of an interaction with a brand’s customer service department is...
Read More >>>What Are Your Customers' Priorities?
In a recent survey conducted by IntelliResponse, customers chose efficiency over personalization. Of the 1,000 US online consumers who were surveyed, 59% said they want...
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