Comm100

APRIL 26, 2022

There’s no way to sugarcoat this – government customer experience (CX) is miles behind the private sector. When calculating customer satisfaction across major industries in 6 countries, government is the bottom-performing industry in each country. There are many reasons for this, some of which excuse government underperformance.

Government 98

Government Wait times Healthcare Employee engagement 98

Comm100

MARCH 16, 2022

In US government, this score languishes at 4.5. With checks and balances built into government systems, as well as necessary regulations, citizens are often forced to interact with many departments and people to accomplish what seems a simple and straightforward task. Table of Contents: Chapter 1: Governments are taking CX seriously.

Government 98

Government Best practices Customer Service Chatbots 98

Cisco - Contact Center

JANUARY 30, 2024

Hybrid work is enhancing government’s impact at every level by improving collaborative outcomes and delivering better employee experiences. That’s why the ability of government to provide a secure and… Read more on Cisco Blogs

Government 73

Government Surveys 73

Comm100

MARCH 21, 2022

Improving service delivery in government comes with unique challenges. Governments must be accountable to citizens in a way that the private sector is never constrained by. When improving service delivery in government, efficiency is the first building block. However, it’s not all doom and gloom. Here are the top five. .

Government 93

Government Wait times CRM Technology 93

ShepHyken

MARCH 18, 2024

KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans by Alicia Esposito (Retail TouchPoints) “Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans.

Customer Service 216

Customer Service Government Customer centricity Customer Experience 216

Beyond Philosophy

MAY 24, 2016

These are ordinary people, not celebrity actors or pro athletes, government bigwigs, or corporate executives. A recent Keller Fay blog, for example, reported results from the 2016 Edelman Trust Barometer, an annual survey which measures the public’s trust in business, government, and institutions.

B2B 236

B2B Government B2C Consulting 236

AWS Machine Learning

DECEMBER 4, 2024

For this post, you’ll upload the files containing unstructured data that we mentioned previously ( product-reviews.txt , survey-response.txt , and world-news.txt ). The data that can be queried includes product-specific reviews from users, online compared to offline feedback gathered through surveys, and recent industry and economic news.

APIs 107

APIs Sales Surveys Analytics 107

Beyond Philosophy

OCTOBER 4, 2018

Dieters dip into the pint after work or school or dealing with children or bosses or government committees. You can put it on a customer service survey or glean it from a customer quiz. For example, people on diets rarely go for the ice cream first thing in the morning. It is later in the day. That’s when dieters say, “You know what?

Government 353

Government CRM Personalization Customer Experience 353

ShepHyken

DECEMBER 14, 2018

Successful cyber attacks have plunged organizations of all shapes and sizes into chaos, from private companies to governments. In our latest market research on cyber security , the majority of CX practitioners surveyed understood that secure data is a chief expectation among customers, with over 54 percent stating that it is “very important”.

Customer Experience 269

Customer Experience Government Coaching Customer retention 269

ProProfs Blog

JULY 20, 2021

That’s where a simple employee satisfaction survey comes to your rescue. This blog gives you a clear insight into an employee satisfaction survey and shows you how to create and share meaningful surveys in minutes. What Is an Employee Satisfaction Survey? There are several reasons to conduct employee satisfaction surveys.

Surveys 109

Surveys Feedback Employee engagement Best practices 109

CSM Magazine

OCTOBER 29, 2024

The awards are categorized into gold, silver, and bronze levels based on customer survey responses, with DPU receiving a bronze-level award for achieving an average rating above 80% across key categories. To access the latest Voice of the Customer Survey results for DPU, visit [link]

Government 52

Government Surveys Technology Customer Service 52

Call Center Weekly

NOVEMBER 19, 2018

I recommend leadership review customer feedback, customer satisfaction surveys, and other Voice of Customer data, as a team. Allowing them freedom to develop CX initiatives will ensure they are customer focused and invested in organizational goals. I have led or consulted contact centers of various sizes across numerous industries.

Contact Center 222

Contact Center Government Feedback Consulting 222

GetFeedback

FEBRUARY 13, 2019

Volunteers receive a Satisfaction Survey 6 weeks after they register on I-VOL , the national volunteer database, to ensure a positive experience. While partner organizations receive an Experience Survey to collect feedback on the process of volunteer recruitment. The results from the annual survey are incredible.

Surveys 79

Surveys Government Feedback CRM 79

Clarabridge

DECEMBER 7, 2016

Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. Before Clarabridge, we used to manually read through and code all of the customer survey responses. When a customer responds to a survey, saying that you appreciate their feedback can go a long way.

Feedback 81

Feedback Surveys Technical Support Analytics 81

ShepHyken

APRIL 27, 2020

Shake Shack to return $10 million government loan intended for small businesses by Allyson Chiu. And, that’s exactly what restaurateur Danny Meyer, CEO of Union Square Hospitality and founder of Shake Shack, did when the company gave back $10 million to the government after receiving the funds as part of the PPP stimulus package.

Customer Service 171

Customer Service Government Coaching Customer Experience 171

Beyond Philosophy

JANUARY 16, 2018

Per Ralph Walkling (professor of corporate governance and accountability, LeBow College of Business, Drexel University), having a stakeholder-centric culture suggests that management considers the well-being of every entity touched by the business – employees, shareholders, suppliers, customers the community, etc. when making decisions.

Customer centricity 207

Customer centricity Banking Enterprise Consulting 207

Sykes

NOVEMBER 14, 2019

SURVEY: Americans’ Perceptions of the Future of Work. In early October 2019, we surveyed 1,500 employed adult Americans across the U.S. Survey Results. In what follows, we share working Americans’ responses to our 17-question survey, conducted by Pollfish on October 4, 2019. Over the past five years, both U.S. Age Groups.

Surveys 81

Surveys Telecommunications Technology Transportation 81

Call Center Weekly

SEPTEMBER 14, 2017

Have the group take the satisfaction survey for the interaction as well. If the interaction returned a CSAT survey, review it as well. Additionally, compare your QA scorecard with your satisfaction survey. I have over 15 years of progressive call center leadership and experience in the public, private and government sectors.

Calibration 143

Calibration Government Contact Center Surveys 143

Fonolo

NOVEMBER 19, 2020

Our recent survey included responses from over 540 enterprise executives from around the world representing a wide range of industries, including insurance, health care, government, retail, e-commerce, technology, travel/hospitality/leisure, telco, born-digital, and utilities. The State of the Contact Center in 2020.

Contact Center 162

Contact Center Abandon rate Government Enterprise 162

Comm100

DECEMBER 15, 2021

Nearly everyone has come into contact with their government, whether to renew a driver’s license or apply for a police check. These government-to-citizen (G2C) relations have been strained even further by the pandemic, yet it’s not all doom and gloom. Re)gain trust .

Government 52

Government Chatbots Surveys Technology 52

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. Our customers are comparing us to the last great customer experience they had, not other government agencies. “Yes, but what do you do? Thanks, Dad.

Government 52

Government Customer Care Transportation Benchmark 52

ShepHyken

DECEMBER 23, 2022

Currently, on-premise solutions are the most common, with 88% of organizations using some on-premises UC solutions, according to a recent five-country research survey conducted by Techaisle. Hybrid work is taking the global workforce by storm, but the Techaisle survey found that only 11% of organizations have a hybrid-first mindset.

Surveys 185

Surveys Education Enterprise Technology 185

Genroe

MARCH 6, 2023

When implementing a customer feedback program sending out surveys is a necessary but not sufficient condition for success. Critical to success […] The post Customer Feedback Governance: Why It Matters and How to Do It Right appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

Government 52

Government Feedback B2B Surveys 52

AWS Machine Learning

MARCH 4, 2024

Alida’s customers receive tens of thousands of engaged responses for a single survey, therefore the Alida team opted to leverage machine learning (ML) to serve their customers at scale. Open-ended survey questions allow responders to provide context and unanticipated feedback.

Feedback 137

Feedback APIs Engineering Surveys 137

ShepHyken

FEBRUARY 5, 2023

ACSI Federal Government Report 2022 by The American Customer Satisfaction Index (The American Customer Satisfaction Index) After four years of decline, citizen satisfaction with U.S. federal government services leaps from 63.4 My Comment: Does the government provide good customer service? I have good news.

Customer Service 127

Customer Service Government Customer Experience Surveys 127

AWS Machine Learning

DECEMBER 11, 2024

Based on an internal survey, our field teams estimate that roughly a third of their time is spent preparing for their customer conversations, and another 20% (or more) is spent on administrative tasks.

Sales 110

Sales Accountability APIs CRM 110

Call Center Weekly

AUGUST 14, 2017

It's easy (and foolish) to take survey results at face value. Even more so, if the customer isn't given the option to comment or provide feedback on the survey. Even worse than that, is explaining to agents why that failing survey, which had nothing to do with them, was still counting towards their overall CSAT score.

Customer Service 136

Customer Service Contact Center Surveys Morale 136

ShepHyken

AUGUST 6, 2023

That includes B2C, B2B, and G2C (Government to Citizen). My Comment: I admit to geeking out over stats and finding in survey reports, and here you’ll find an extensive list of customer retention-related stats. Here’s a list of eleven, and while many of them may seem like common sense, that doesn’t mean they are commonly practiced.

Customer Service 156

Customer Service B2C Customer retention Government 156

Acquire BPO

AUGUST 26, 2024

The 2024 AI in Customer Service Survey was conducted for Acquire BPO by the third-party survey platform Pollfish to explore consumer sentiment insights and how companies can proactively map out their AI customer experience strategies. Pollfish surveyed the experiences of 600 U.S. For more information, visit www.acquirebpo.com.

Surveys 52

Surveys Business Process Outsourcing Chatbots Transportation 52

CSM Magazine

DECEMBER 4, 2023

As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP).

Government 105

Government Morale Finance industry standards 105

ShepHyken

FEBRUARY 5, 2023

ACSI Federal Government Report 2022 by The American Customer Satisfaction Index (The American Customer Satisfaction Index) After four years of decline, citizen satisfaction with U.S. federal government services leaps from 63.4 My Comment: Does the government provide good customer service? I have good news.

Customer Service 120

Customer Service Government Customer Experience Surveys 120

NICE inContact

OCTOBER 26, 2021

Customer data governance is important for ensuring data is useful, standardized, and safeguarded. According to Gartner’s 2020 CEO Survey, 80% of businesses plan to increase their spending on digital technology.

Management 97

Management Government Surveys Technology 97

CCNG

JANUARY 4, 2023

Government Industry sectors with the highest levels of callers reporting their biggest pain point is agents not knowing answers. Younger participants in the survey showed more irritation with agents not knowing the answers than older participants. Retail (Click & Mortar), 46.6% Technology, 39.4% Utilities, 37.6%

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

GetFeedback

MAY 8, 2019

Email is still a popular survey distribution channel, but text message is moving up the ranks. Most customer service teams are surveying customers within 24 hours of their interaction. Email is still a popular survey distribution channel, but text message is moving up the ranks . Now on to our top 5 findings. See below.

Best practices 107

Best practices Customer Service Surveys Feedback 107

ClearAction

APRIL 3, 2015

CX governance structure: what does the company need, according to the organization and customers? Many customer experience excellence endeavors in companies begin with a survey, service training, customer engagement campaign, CRM technology or similar program. The survey insights are only so valuable until people act on them.

Customer Experience 121

Customer Experience Employee engagement Government Big data 121

360Connext

JANUARY 5, 2022

This meant starting or reinforcing a strong Voice of the Customer (VoC) program , including specific ways to gather customer feedback, like regular surveys, in-app feedback mechanisms, and ongoing input. Enthusiasm about sending surveys and journey mapping may have lead to duplicative work, inefficiencies and competing priorities.

Journey mapping 188

Journey mapping Customer Experience Education Feedback 188

Callminer

MARCH 12, 2020

The “Health Insurance and Portability Act” or HIPAA governs key aspects of handling private health information within the US. Download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI , to learn more about the importance of data security for compliance within the call center environment.

Call Center 182

Call Center Analytics Best practices Government 182