Connecting the Dots

APRIL 16, 2021

CCMC’s benchmarking of more than 120 companies found that when Quality, Service and Insights are closely aligned, customer satisfaction metrics increased at twice their prior annual rate. [1]. Starting as complaint resolution, customer service has evolved into customer experience, which now focuses on the end-to-end customer journey.

Customer Experience 48

Customer Experience Complaint resolution Benchmark Metrics 48

Connecting the Dots

NOVEMBER 18, 2024

This study, fielded in December 2023, is one of the largest customer experience benchmark studies ever published. Create a positive complaint resolution experience where 40% are delighted resulting in winning at least one new customer. The study looked at experience with major grocery Name brands as well as store brands.

Finance 62

Finance Complaint resolution Education Benchmark 62

Connecting the Dots

NOVEMBER 18, 2024

This study, fielded in December 2023, is one of the largest customer experience benchmark studies ever published. Create a positive complaint resolution experience where 40% are delighted resulting in winning at least one new customer. The study looked at experience with major grocery Name brands as well as store brands.

Finance 62

Finance Complaint resolution Education Benchmark 62