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Tuesday, April 21, 2009
Study Shows 95% of Companies Value High Quality Customer Experience
COPC Inc. (Customer Operations Performance Center Inc.) and SOCAP International (Society of Consumer Affairs Professionals) released results of their benchmarking study for customer care. Of the companies surveyed, key findings reveal:
98% provide customer service and/or post sales support
80%-plus utilize more than one support type
21% don't measure customer satisfaction
24% measuring customer satisfaction do not consistently achieve defined performance targets
65% have an external customer service center
95% have a quality monitoring process
89% do not utilize offshore support sites
33% use "temporary" agents to reflect the degree of seasonality in their business
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