Tuesday, May 4, 2010

SupportIndustry.com Survey Finds Most Companies Recognize the Importance of Customer Loyalty but Vary on How They Measure it

SupportIndustry.com, an online resource dedicated to enabling organizations to deliver world-class customer service and support, announced the results of a new Research Insight report on the topic of Effectively Measuring Customer Loyalty.

SupportIndustry.com surveyed its members - senior level service and support professionals - in April 2010 and nearly 50 people responded. Key findings include:

- 62% of participants reported that they do not measure customer loyalty in terms of customer profitability including revenue contribution, customer references and referrals

- 87% of respondents reporting using the Customer Satisfaction Index as a key benchmark

- 62% of participants reported they measure response and resolution time by priority

- 77% of respondents reported they are able to easily route customer requests to the best available resource who can respond immediately

The full report is available for free to all SupportIndustry.com members. Visitors can also view and excerpt of the data at http://www.supportindustry.com/researchinsight_customerloyalty.htm

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