Customer Experience Matters

JANUARY 23, 2018

We just published a Temkin Group data snapshot, Channel Preferences Benchmark, 2018. Here’s the executive summary: In Q3 2017, we surveyed 10,000 U.S. Here are previous benchmarks from 2016, 2015, and Read More. The post Report: Channel Preferences Benchmark, 2018 appeared first on Customer Experience Matters®.

Benchmark 51

Benchmark Surveys Customer Experience 51

ShepHyken

MARCH 23, 2018

Recent findings in the Global Leadership Forecast 2018 found that companies that connected purpose to their mission statement outperformed other companies in their market by 42%. Situation : A top goal for 2018 is hiring key talent. Situation : Your latest employee survey reveals a decline of trust in leadership.

Airlines 209

Airlines Morale Benchmark Marketing 209

West

NOVEMBER 20, 2017

West is proud to announce that it received a perfect score of 100 percent on the 2018 Corporate Equality Index (CEI), a national benchmarking survey and report on corporate policies and practices related to lesbian, gay, bisexual, transgender and queer (LGBTQ) workplace equality, administered by the Human Rights Campaign Foundation.

Benchmark 75

Benchmark Surveys 75

Customer Experience Matters

SEPTEMBER 10, 2018

We just published Temkin Group’s annual Tech Vendor NPS & Loyalty Benchmark Study. To gather this data, we surveyed 800 IT decision-makers from large North American firms about their relationships with their technology Read More.

Benchmark 49

Benchmark B2B Surveys Technology 49

CX Global Media

SEPTEMBER 17, 2018

They Avoid Benchmarking: High-performing contact center leaders do not waste a lot of time benchmarking their contact center performance. They mine and interpret the data to spot indicators and trends that reveal when empathy and customer value is in jeopardy – and they act on it. They strive for differentiation.

Contact Center 113

Contact Center Benchmark Surveys Coaching 113

delighted

FEBRUARY 9, 2021

One of the most common questions we get from our customers is: What type of survey response rate can I expect? When doing some research, you’ll see a wide range of numbers on what a “good” or “average” survey response rate is. What is a survey response rate? What is a good survey response rate?

Surveys 78

Surveys B2C B2B Feedback 78

Fonolo

MAY 31, 2018

Speed is arguably the most significant benchmark for every single customer service interaction today. When there’s confusion, when the customer has to repeat themselves, that’s when they are going to hit the company negatively on a survey rating. 10 Trends That Will Disrupt Customer Service in 2018. Don’t miss the last 8 trends!

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 162

Metrics Customer Experience Benchmark Surveys 162

ProProfs Blog

JUNE 19, 2020

Net Promoter Score is primarily obtained through surveys. A typical NPS survey looks like this: The customer is asked to give a rating from a mark of 0 (not at all likely) to 10 ( extremely likely). For easy scheduling and management of recurring surveys, c ompanies are actively using the best net promoter score survey software.

Benchmark 117

Benchmark Surveys Feedback Entertainment 117

CCNG

JANUARY 4, 2023

Younger participants in the survey showed more irritation with agents not knowing the answers than older participants. The exact same age pattern was found in responses from those who listed “Different customer service agents give different answers”, as shown in this graphic: Certainly, these survey re­sults are a wake-up call for managers.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Customer Experience Matters

OCTOBER 9, 2018

sports that has gained TV fans since 2012 (see our Fan Experience Benchmark). In our Q1 2018 U.S. consumer benchmark survey, we ask about the sports Read More. As a matter of fact, baseball is one of the two major U.S. So it made me think… what are the political views of baseball fans?

Benchmark 81

Benchmark Surveys Customer Experience 81

Customer Experience Matters

APRIL 10, 2018

We just published a Temkin Group report, The State of CX Management, 2018. This year, the benchmark is based on a survey of 171 companies with at least $500 million in annual revenues. The post Report: The State of CX Management, 2018 appeared first on Customer Experience Matters®.

Management 50

Management Benchmark Surveys Customer Experience 50

Fonolo

APRIL 24, 2018

Contact Center Priorities for 2018. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Where to get it: [link].

Contact Center 99

Contact Center Call Center Self service Surveys 99

Lumoa

APRIL 3, 2018

“ NPS has been a good metric to benchmark and help brands understand the overall outcome of their experience. At the same time a NPS survey is simple and short enough for consumers to respond regularly. Net Promoter allows you to switch between your "brand" to "product", if that follows the targets of your survey.

Benchmark 126

Benchmark Feedback Best practices Metrics 126

Jive

SEPTEMBER 4, 2018

Technology in 2018 is teeming with a wealth of acronyms. At the top of the list are SaaS, BYOD and Hosted VoIP—all of which are setting the benchmark for business communications in 2018. According to Cisco’s Global Cloud Index, 59% of all cloud workflows will be delivered as SaaS by the end of 2018.

voip 52

voip SaaS Technology Benchmark 52

HGS

JUNE 28, 2018

They range from simple, three-step processes to granular surveys with dozens of variables. Fri, 06/29/2018 - 00:08. Assessing Your BPO Journey. There are several credible models payer organizations can use to properly assess their outsourcing maturity. These companies have been outsourcing for a long time. Healthcare.

outsourcing 130

outsourcing Healthcare Business Process Outsourcing Strategic Value 130

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. For example, preference for online chat is climbing.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

Customer Experience Matters

JULY 23, 2018

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. We also asked survey respondents to complete Temkin Group’s Employee Engagement Competency & Maturity (EECM) Assessment. Highlights Read More.

Employee engagement 50

Employee engagement Surveys Customer Experience Benchmark 50

NICE inContact

JANUARY 11, 2019

In December 2018, Lauren Maschio, Product Marketing Manager, Quality Management at NICE, tackled the question of what impact omnichannel and AI are having on quality management. Data from the recently published NICE inContact 2018 CX Transformation Benchmark Study offers up-to-the-minute insights.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

AskNicely

OCTOBER 24, 2018

Causes: The Way-Too-Long Survey. Many healthcare organizations need to run a customer satisfaction survey at least once a year to keep accreditation. Recently a friend had two healthcare appointments in one week and after each, they received a survey, but they didn’t complete either one. The Stuck in the 1990’s Survey.

Surveys 60

Surveys Healthcare Benchmark Feedback 60

Customer Experience Matters

MARCH 27, 2018

We just published a Temkin Group report, State of the CX Profession, 2018. Here’s the executive summary: To understand the mindset and roles of customer experience professionals today, we surveyed 221 CX professionals and then compared their responses to similar studies we’ve conducted over the previous six years.

Surveys 49

Surveys Customer Experience Benchmark Accountability 49

Callminer

JULY 23, 2019

One state government agency shared how its traditional annual employee survey spurred enterprise-wide action to make things better. Over the four years the program has been in place, all key program metrics have shown progressive, benchmark-exceeding improvement. Make sure to listen to calls.

Best practices 140

Best practices Feedback Call Center Coaching 140

HGS

APRIL 24, 2018

For additional insight and a free benchmarking report that describes how your digital customer experience stack ranks against your competitors, visit www.digicx.com to take our quick survey. Wed, 04/25/2018 - 09:55. Customer Service. LEAVE A COMMENT.

Customer Service 100

Customer Service Average Handle Time Self service Benchmark 100

ProProfs Blog

DECEMBER 23, 2019

Maybe a couple of customer surveys. But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation. Looking at the example to get more clarity on the concept: Example: Facebook’s strong brand perception hit a rough patch in 2018. That’s not it.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

COPC

SEPTEMBER 25, 2018

The most recent installment of the Customer Experience Management Benchmark (CXMB) Series was released during Execs In The Know Customer Response Summit, which took place September 11-12 in Marina del Rey, California. The 2018 CXMB Series Consumer Edition is the 12 th volume in the series. Perception of Interactive Care (e.g.,

Multichannel 40

Multichannel Benchmark Surveys Customer Experience 40

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. 2 for Companies.

Contact Center 48

Contact Center Customer centricity Journey mapping Benchmark 48

Injixo

SEPTEMBER 4, 2018

The survey is not limited to users of injixo WFM, it is open to planning professionals in all industries and users of all software tools, even spreadsheets.

Benchmark 40

Benchmark Surveys 40

GetFeedback

NOVEMBER 30, 2018

Actually, according to the 2018 Customer Service Benchmark report , the average live chat response time is just two minutes, whereas the average response time for an email is 12 hours. I have a survey with fields I thought I had set up to sync with Pardot, but I do not see responses in Pardot. Thanks for getting in touch.

Customer Service 94

Customer Service Surveys Best practices Accountability 94

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. For example, preference for online chat is climbing.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. Also, a quick survey at the end of the call to listen to your customers can be useful. 10 Trends That Will Disrupt Customer Service in 2018. Setting up tracking isn't enough.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

Fonolo

APRIL 17, 2019

research firm that surveys 20 million global travelers yearly. This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings. The human touch: There’s an app for that.

Airlines 78

Airlines Transportation Contact Center Self service 78

NICE inContact

OCTOBER 15, 2018

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 49

Contact Center Benchmark Chatbots Self service 49

NICE inContact

APRIL 30, 2019

That’s what we discovered upon completion of our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , business wave. We surveyed more than 900 contact center leaders across the US, UK and Australia, asking them their opinions about various aspects of the customer service experience, including AI.

Benchmark 59

Benchmark Chatbots Contact Center Analytics 59

AskNicely

SEPTEMBER 25, 2018

Here’s why: According to The 2018 NPS Benchmark Study, when high-level executive support is present, an organization is twice as likely to successfully build an advanced NPS (Net Promoter Score) program. What to learn more about NPS benchmarks and how you compare? Get The NPS Benchmark Study. It starts at the top.

Customer advocacy 60

Customer advocacy Benchmark Upselling Best practices 60

NICE inContact

JUNE 26, 2019

We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience. To find out, we surveyed over 900 contact center decision makers. One top demand is for true omnichannel customer service , no matter the channel. Get your free copy today!

Benchmark 59

Benchmark Contact Center Surveys Customer Experience 59

NICE inContact

DECEMBER 12, 2018

Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences. The survey found that: 94% of consumers expect companies to direct them to the method of contacting them that resolves their situation the quickest way.

Call Center 48

Call Center Benchmark Contact center software Contact Center 48

Customer Experience Matters

FEBRUARY 12, 2018

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2018. During Q3 of 2017, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 58 different tech vendors.

outsourcing 40

outsourcing Surveys Customer Experience Benchmark 40