customer channel preferences survey report findings for alpha company 15 may 2009 sales and...
TRANSCRIPT
Beta Segment 384
Gamma Segement 619
Delta Segment 986
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Customer Channel Preferences Survey Report Findings for Alpha Company
15 May 2009
SALES AND MARKETING PRACTICE
CUSTOMER CONTACT COUNCIL©
Survey Responses: n= 1989Response Rate:Segment-Specific Participation:
™
© 2009 The Corporate Executive Board Company. All Rights Reserved.
2
Customer Contact Council, Sales and Marketing Practice
Managing DirectorMatt Dixon Research DirectorNick Toman
Research TeamBen KoffelBrad FagerDan ClayDalia Naamani-GoldmanJohn TaddeiLara PonomareffLauren PragoffLouise WigginsMelissa Schnyder
Data AnalystsPulkit JainTushar Lahiri
Account Management TeamElizabeth BokKatharine MooreKristie ShiffletteLisa Filler
LEGAL CAVEAT
This document has been prepared by the Corporate Executive Board Company for the exclusive use of Alpha Company. It contains valuable proprietary information belonging to the Corporate Executive Board and/or and Alpha Company. It should be made available only to those employees and agents who require such access in order to learn from the material provided herein and who undertake not to disclose it to third parties without authorization by the Corporate Executive Board and/or Alpha Company. In the event that you are unwilling to assume this confidentiality obligation, please return this document and all copies in your possession promptly to the Corporate Executive Board.
The Corporate Executive Board Company does not make any representation or warranty in connection with this report, and hereby disclaims any and all representations and warranties, express or implied, including, without limitation, the implied warranties of merchantability and fitness for a particular purpose, design or use. This report and the analysis and/or recommendations provided herein are provided on an “as is” basis, and the member for whom this report was prepared assumes all risks as to suitability, use, and potential errors arising from use or implementation.
The Corporate Executive Board is not engaged in rendering Marketing, accounting, or other professional services. This report should not be construed as professional advice on any particular set of facts or circumstances. Members requiring such services are asked to consult an appropriate professional.
U.S. GOVERNMENT LIMITED/RESTRICTED RIGHTS. UNPUBLISHED—RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES.
Use, duplication, and disclosure by the U.S. Government subject to restrictions set forth in The Corporate Executive Board Company’s commercial license terms and the protections afforded commercial technical data and computer software, limited rights technical data and restricted rights computer software set forth in FAR 52.227-14, -19, DFARS 252.227-7013, -7004, -7015 and 227.7202, as amended from time to time.
Customer Contact Council Staff
Survey Overview and Cross-Company Findings
Alpha Company Results: Your Customers’ Channel Preferences
Alpha Company Results: Customer Experience Across
Channels
Alpha Company Results: Resolution Effectiveness Across
Channels
ROAD MAP FOR THE REPORT
© 2009 The Corporate Executive Board Company. All Rights Reserved.
4
Customer Contact Council, Sales and Marketing Practice
4
IN SEARCH OF ANSWERS
OVERVIEW > CUSTOMER PREFERENCES > CROSS-CHANNEL EXPERIENCE > RESOLUTION EFFECTIVENESS
To understand customer preferences, CCC surveyed more than 15,000 consumers.
© 2009 The Corporate Executive Board Company. All Rights Reserved.
5
Customer Contact Council, Sales and Marketing Practice
5
INTERPRETING CONJOINT ANALYSISConjoint analysis uncovers the relative customer value of various parts of the customer service offering.
OVERVIEW > CUSTOMER PREFERENCES > CROSS-CHANNEL EXPERIENCE > RESOLUTION EFFECTIVENESS
© 2009 The Corporate Executive Board Company. All Rights Reserved.
6
Customer Contact Council, Sales and Marketing Practice
6
OFF THE MARKCompanies have considerably misestimated the preferences that customers have for the phone and Web channels.
OVERVIEW > CUSTOMER PREFERENCES > CROSS-CHANNEL EXPERIENCE > RESOLUTION EFFECTIVENESS
© 2009 The Corporate Executive Board Company. All Rights Reserved.
7
Customer Contact Council, Sales and Marketing Practice
7
TEST #1: ISSUE URGENCYWhile customer preferences do shift toward live phone in urgent/important scenarios, this shift is not nearly as pronounced as companies believe.
OVERVIEW > CUSTOMER PREFERENCES > CROSS-CHANNEL EXPERIENCE > RESOLUTION EFFECTIVENESS
© 2009 The Corporate Executive Board Company. All Rights Reserved.
8
Customer Contact Council, Sales and Marketing Practice
8
TEST #2: CUSTOMER AGEGeneral preferences for Web self-service versus phone only marginally decline into older customer generations.
OVERVIEW > CUSTOMER PREFERENCES > CROSS-CHANNEL EXPERIENCE > RESOLUTION EFFECTIVENESS
© 2009 The Corporate Executive Board Company. All Rights Reserved.
9
Customer Contact Council, Sales and Marketing Practice
9
A TURNING OF THE TIDEWhile a sociological shift is occurring around customer comfort and desire to self-serve, phone volume is not proportionally declining.
OVERVIEW > CUSTOMER PREFERENCES > CROSS-CHANNEL EXPERIENCE > RESOLUTION EFFECTIVENESS
© 2009 The Corporate Executive Board Company. All Rights Reserved.
10
Customer Contact Council, Sales and Marketing Practice
10
LEAVING IT ON THE TABLECustomers are already using the Web self-service channel, indicating that the critical opportunity is in getting customers to stay in the Web.
OVERVIEW > CUSTOMER PREFERENCES > CROSS-CHANNEL EXPERIENCE > RESOLUTION EFFECTIVENESS
© 2009 The Corporate Executive Board Company. All Rights Reserved.
11
Customer Contact Council, Sales and Marketing Practice
11
GET 2 OUT OF 10 TO “STICK” A significant percentage of Web contacts presents an attainable opportunity to increase Web stickiness.
OVERVIEW > CUSTOMER PREFERENCES > CROSS-CHANNEL EXPERIENCE > RESOLUTION EFFECTIVENESS
© 2009 The Corporate Executive Board Company. All Rights Reserved.
12
Customer Contact Council, Sales and Marketing Practice
12
COSTING YOU MORE NOW…AND LATER In addition to cost savings, improving Web self-service usage will result in improved customer loyalty.
OVERVIEW > CUSTOMER PREFERENCES > CROSS-CHANNEL EXPERIENCE > RESOLUTION EFFECTIVENESS
Survey Overview and Cross-Company Findings
Alpha Company Results: Your Customers’ Channel Preferences
Alpha Company Results: Customer Experience Across
Channels
Alpha Company Results: Resolution Effectiveness Across
Channels
ROAD MAP FOR THE REPORT
© 2009 The Corporate Executive Board Company. All Rights Reserved.
14
Customer Contact Council, Sales and Marketing Practice
55%51%
27% 36%
6%
4%5%3%
7% 6%
Alpha Company CCC B2C Benchmark
Web site Phone E-mail Web chat Web search engine
CUSTOMERS’ CHANNEL OF CHOICEHow Your Customers Want to Solve IssuesPercentage of Customers Who Go To A Channel FIRST To Solve Their Issues
To see your segment-specific results, click HERE.
More than 50% of your customers want to use the Web to solve service issues.
OVERVIEW > CUSTOMER PREFERENCES > CROSS-CHANNEL EXPERIENCE > RESOLUTION EFFECTIVENESS
© 2009 The Corporate Executive Board Company. All Rights Reserved.
15
Customer Contact Council, Sales and Marketing Practice
50%
59% 61%56%
51% 50%
14%
17%
24%
27%31%
37%14%
6%
4%2%
8%
7%
0%
5%
4%6%
5%3%
21%
12%7% 9%
5% 3%
21-30 31-40 41-50 51-60 61-70 71 and Older
Web site Phone E-mail Web chat Web search engine
CHANNEL CHOICE BY AGE
How Your Customers Want to Solve Issues By AgePercentage of Customers Who Go To A Channel FIRST To Solve Their Issues
THROUGH AGE 70, customers prefer the Web over all other channels.
OVERVIEW > CUSTOMER PREFERENCES > CROSS-CHANNEL EXPERIENCE > RESOLUTION EFFECTIVENESS
© 2009 The Corporate Executive Board Company. All Rights Reserved.
16
Customer Contact Council, Sales and Marketing Practice
71%75%
47%
64%
74%
45%
35%
57%
Web site Phone E-mail Web chat
Alpha Company CCC B2C Benchmark
MULTI-CHANNEL CONFIDENCE
Customers Confident in Various ChannelsPercentage of Customers With High Confidence (5–7 on Scale)
Customers are significantly more confident in the Web and phone, rather than E-mail and Web chat.
To see your segment-specific results, click HERE.
OVERVIEW > CUSTOMER PREFERENCES > CROSS-CHANNEL EXPERIENCE > RESOLUTION EFFECTIVENESS
© 2009 The Corporate Executive Board Company. All Rights Reserved.
17
Customer Contact Council, Sales and Marketing Practice
80% 79%75% 73% 71% 68%
21-30 31-40 41-50 51-60 61-70 71 and Older
70%53%
Alpha Company CCC B2C Benchmark
CURRENT WEB STICKINESS
Percentage of Callers Who First Visit Web
70% of your call volume is avoidable: these callers tried to use the Web first.
Callers Who First Visit Web by Age
To see your segment-specific results, click HERE.
OVERVIEW > CUSTOMER PREFERENCES > CROSS-CHANNEL EXPERIENCE > RESOLUTION EFFECTIVENESS
Survey Overview and Cross-Company Findings
Alpha Company Results: Your Customers’ Channel Preferences
Alpha Company Results: Customer Experience Across
Channels
Alpha Company Results: Resolution Effectiveness Across
Channels
ROAD MAP FOR THE REPORT
© 2009 The Corporate Executive Board Company. All Rights Reserved.
19
Customer Contact Council, Sales and Marketing Practice
2.9 3.1
Alpha Company CCC B2C Benchmark
21%
16% 14%18% 17%
25%
17%
22%
31%
18%
1 2 3 4 5
Alpha Company CCC B2C Benchmark
CUSTOMER EFFORT SCORE™ Your Customer Effort Score performance is above the benchmark.
• CCC recommends the Customer Effort Score™ as the best measure of customer loyalty.
• To learn more about the Customer Effort Score, click here.
Customer Effort Score™ Average
Distribution of Customer Effort Score™ Responses
Very low effort
Very high effort
To see your segment-specific results, click HERE.
OVERVIEW > CUSTOMER PREFERENCES > CROSS-CHANNEL EXPERIENCE > RESOLUTION EFFECTIVENESS
© 2009 The Corporate Executive Board Company. All Rights Reserved.
20
Customer Contact Council, Sales and Marketing Practice
Alpha Company 20%
CCC B2C Benchmark -6%
NPS Efficiency
21%
49%43%
21%
37%29%
Detractor Neutral Promoter
Alpha Company CCC B2C Benchmark
3.7 3.5
Alpha Company CCC B2C Benchmark
ADDITIONAL EXPERIENCE MEASURESThis page depicts customer satisfaction and advocacy metrics. Customer Satisfaction
Net Promoter® Score
To see the distribution and your segment-specific results, click HERE.
06 78 910
OVERVIEW > CUSTOMER PREFERENCES > CROSS-CHANNEL EXPERIENCE > RESOLUTION EFFECTIVENESS
© 2009 The Corporate Executive Board Company. All Rights Reserved.
21
Customer Contact Council, Sales and Marketing Practice
3.0
3.0
3.23.2
3.1
3.3
2.9
3.2
Web site Phone E-mail Web chat
Alpha Company CCC B2C Benchmark
CUSTOMER EFFORT ACROSS CHANNELSYour customers find the E-mail to be the easiest channel to use.
• If you do not offer Web chat to customers, please disregard the data regarding Web chat on this page. Respondent error has caused this data to appear in
your data set.
Channel-Specific Customer Effort
To see your segment-specific results, click HERE.
OVERVIEW > CUSTOMER PREFERENCES > CROSS-CHANNEL EXPERIENCE > RESOLUTION EFFECTIVENESS
© 2009 The Corporate Executive Board Company. All Rights Reserved.
22
Customer Contact Council, Sales and Marketing Practice
24%
30%24%
7%
14%
13% 14%
26% 26%22%
1 2 3 4 5
46%45%
10%
19%
45%
36%
Worse Same Better
EXPERIENCE IN THE WEB CHANNELCustomer Satisfaction with the Web Channel
To see your segment-specific results, click HERE.
Web Experience Compared to That With Other Companies
Very dissatisfied Very satisfied
46% of your customers evaluated their Web experience with you as better than that with other companies. CCC B2C Benchmark
OVERVIEW > CUSTOMER PREFERENCES > CROSS-CHANNEL EXPERIENCE > RESOLUTION EFFECTIVENESS
© 2009 The Corporate Executive Board Company. All Rights Reserved.
23
Customer Contact Council, Sales and Marketing Practice
5%
17%11%
39%
27%
17%
9%
15%
22%
36%
1 2 3 4 5
28%
59%
13%20%
28%
52%
Worse Same Better
EXPERIENCE IN THE PHONE CHANNELCustomer Satisfaction with the Phone Channel
Phone Experience Compared to That With Other Companies
59% of your customers evaluated their phone experience with you as better than that with other companies.
Very dissatisfied Very satisfied
CCC B2C Benchmark
To see your segment-specific results, click HERE.
OVERVIEW > CUSTOMER PREFERENCES > CROSS-CHANNEL EXPERIENCE > RESOLUTION EFFECTIVENESS
© 2009 The Corporate Executive Board Company. All Rights Reserved.
24
Customer Contact Council, Sales and Marketing Practice
12%
21%
38%
7%
22%27%
11%
20% 18%
25%
1 2 3 4 5
16%
46%
38%
29%
36% 35%
Worse Same Better
EXPERIENCE IN THE E-MAIL CHANNELCustomer Satisfaction with the E-Mail Channel
E-Mail Experience Compared to That With Other Companies
Very dissatisfied Very satisfied
46% of your customers evaluated their e-mail experience with you as better than that with other companies. CCC B2C Benchmark
To see your segment-specific results, click HERE.
OVERVIEW > CUSTOMER PREFERENCES > CROSS-CHANNEL EXPERIENCE > RESOLUTION EFFECTIVENESS
© 2009 The Corporate Executive Board Company. All Rights Reserved.
25
Customer Contact Council, Sales and Marketing Practice
17%
43%
17%17%
4%
22%
10%
20% 19%
30%
1 2 3 4 5
48%43%
10%
20%
36%
44%
Worse Same Better
EXPERIENCE IN WEB CHAT CHANNELCustomer Satisfaction with the Web Chat Channel
Web Chat Experience Compared to That With Other Companies
48% of your customers evaluated their Web chat experience with you as better than that with other companies.
• If you do not offer Web chat to customers, please disregard the data regarding Web chat on this page. Respondent error has caused this data to appear in your
data set.
CCC B2C Benchmark
To see your segment-specific results, click HERE.
Very dissatisfied Very satisfied
OVERVIEW > CUSTOMER PREFERENCES > CROSS-CHANNEL EXPERIENCE > RESOLUTION EFFECTIVENESS
Survey Overview and Cross-Company Findings
Alpha Company Results: Your Customers’ Channel Preferences
Alpha Company Results: Customer Experience Across
Channels
Alpha Company Results: Resolution Effectiveness Across
Channels
ROAD MAP FOR THE REPORT
© 2009 The Corporate Executive Board Company. All Rights Reserved.
27
Customer Contact Council, Sales and Marketing Practice
14%
86%
Used Did not use
17%
3%
17%
2% 14%
33%
14%27%
14% 15%
6%1%
13%
24%
Online search FAQs Web-guidedresolution
E-forums Online video Random clicks Other
58%
9%
16%18%
45%
9%
30%
16%
Yes No: Intend to tryagain
No: Intent to switchchannels
No: Gave upcompletely
WEB SELF-SERVICE RESOLUTION
Web Usage Resolution Success in Web Self-Service
Your customer-reported Web resolution rate is above the benchmark.
Methods to Resolve Issues OnlineOf Customers Who Resolved Issue Online*
*Respondent error could account for very low percentages, even if certain methods of resolution do not exist.
OVERVIEW > CUSTOMER PREFERENCES > CROSS-CHANNEL EXPERIENCE > RESOLUTION EFFECTIVENESS
CCC B2C Benchmark
© 2009 The Corporate Executive Board Company. All Rights Reserved.
28
Customer Contact Council, Sales and Marketing Practice
30%23%
10%9%
9%9%
4%7%
9%13%
31%
12% 14%
5% 5%11%
Only looking forcontact
information
Wereinstructed to
call
Could not findanswer
Informationwas unclear
Issue was toocomplex
Not confident inself-service
answer
Technical glitch Other
WHY CUSTOMERS DON’T STICK ONLINECustomers most often fail to resolve issues online due to: 1) navigation issues; or 2) poor information quality.
Causes of Resolution Failure in the Web Channel
CCC Advice on Improving Web Effectiveness
• If your customers are only looking for contact information, see our case from Cisco on drawing customers to self-service.
• If your customers cannot find answers, see our case from Fidelity on improving navigation for complete issue resolution.
• If your customers find information unclear or are not confident in the answers, see our case from Travelocity on world-class rules for FAQs.
• To see our full resources on improving Web self-service, click here.
OVERVIEW > CUSTOMER PREFERENCES > CROSS-CHANNEL EXPERIENCE > RESOLUTION EFFECTIVENESS
CCC B2C Benchmark
© 2009 The Corporate Executive Board Company. All Rights Reserved.
29
Customer Contact Council, Sales and Marketing Practice
30%
70%
Used Did not use
10% 11%18%10%
18%
33%
1%7%
16%
5%
28%24%
7%12%
Selected wrongoptions
Process took toolong
Unclear response Issue was toocomplex
Voice recognitionfailed
Got disconnected Other
4%
27%
69%
4%
73%
24%
Yes No: Used IVR for routing tolive rep
No: Tried to use IVR for self-service but failed
• To see our full resources on improving IVR self-service and routing, click here.
Causes of Resolution Failure in the IVR Channel
Your customer-reported IVR resolution rate is just at the benchmark.
IVR RESOLUTION
IVR Usage Resolution Success in IVR
CCC B2C Benchmark
OVERVIEW > CUSTOMER PREFERENCES > CROSS-CHANNEL EXPERIENCE > RESOLUTION EFFECTIVENESS
© 2009 The Corporate Executive Board Company. All Rights Reserved.
30
Customer Contact Council, Sales and Marketing Practice
91%
9%
Used Did not use
32%
4%
22%20%
22%25%
31%
6%
14%
24%
Late/no response Scripted/genericresponse
Unclear response Issue was too complex Other
9%11%
55%
26%
46%
10%15%
28%
Yes No: Intend to tryagain
No: Intent to switchchannels
No: Gave upcompletely
Causes of Resolution Failure in the E-Mail Channel
Your customer-reported e-mail resolution rate is above the benchmark.
E-MAIL RESOLUTION
E-Mail Usage Resolution Success in E-Mail
CCC B2C Benchmark
OVERVIEW > CUSTOMER PREFERENCES > CROSS-CHANNEL EXPERIENCE > RESOLUTION EFFECTIVENESS
© 2009 The Corporate Executive Board Company. All Rights Reserved.
31
Customer Contact Council, Sales and Marketing Practice
96%
4%
Used Did not use
20%
10%
20%20%
20%
10%0%7%
25%
7%
27%23%
6% 5%
Late response Scripted/genericresponse
Unclearresponse
Issue was toocomplex
Other Gotdisconnected
Difficult to use
13%
4%
48%
35%
52%
7%
19%22%
Yes No: Intend to try again No: Intent to switchchannels
No: Gave upcompletely
Causes of Resolution Failure in the Web Chat Channel
Your customer-reported Web chat resolution rate is just at the benchmark.
• If you do not offer Web chat to customers, please disregard the data regarding Web chat on this page. Respondent error has caused this data to appear in
your data set.
WEB CHAT RESOLUTION
Web Chat Resolution Success in Web Chat
CCC B2C Benchmark
OVERVIEW > CUSTOMER PREFERENCES > CROSS-CHANNEL EXPERIENCE > RESOLUTION EFFECTIVENESS
APPENDIX:
Additional Findings for Alpha Company
15 May 2009
SALES AND MARKETING PRACTICE
CUSTOMER CONTACT COUNCIL©
© 2009 The Corporate Executive Board Company. All Rights Reserved.
33
Customer Contact Council, Sales and Marketing Practice
50%47%
62%
32%36%
20%
7% 6%5%
5% 5% 6%
5% 7% 8%
Beta Segment Gamma Segement Delta SegmentWeb site Phone E-mail Web chat Web search engine
This page corresponds to page 14 in your report. How Your Customers Want to Solve Issues
Percentage of Customers Who Go To A Channel FIRST To Solve Their Issues
APPENDIX: SEGMENT-SPECIFIC DATA
Q: In general, which of the following methods would be your preferred way of handling a typical customer service request with a company?
To return to high-level data, click HERE.
© 2009 The Corporate Executive Board Company. All Rights Reserved.
34
Customer Contact Council, Sales and Marketing Practice
Overall Average Website Phone E-mail Chat
Alpha Company 5.3 5.4 4.7 4.2
CCC B2C Benchmark 4.9 5.4 4.2 3.6
Beta Segment 5.1 5.6 4.5 4.0
Gamma Segement 5.0 5.6 4.5 4.0
Delta Segment 5.5 5.3 4.8 4.3
0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0
Customers Confident in Various Channels
This page corresponds to page 16 in your report.
To return to high-level data, click HERE.
Q: In general, please rate your level of confidence with using each of the methods below to resolve a customer service request.
1 7Not at all confident Very confident
APPENDIX: SEGMENT-SPECIFIC DATA
© 2009 The Corporate Executive Board Company. All Rights Reserved.
35
Customer Contact Council, Sales and Marketing Practice
66% 67%
93%
Beta Segment Gamma Segement Delta Segment
Percentage of Callers Who First Visit Web
This page corresponds to page 17 in your report.
To return to high-level data, click HERE.
APPENDIX: SEGMENT-SPECIFIC DATA
© 2009 The Corporate Executive Board Company. All Rights Reserved.
36
Customer Contact Council, Sales and Marketing Practice
Alpha Company 2.9
CCC B2C Benchmark 3.1
Beta Segment 2.9
Gamma Segement 3.0
Delta Segment 2.7
0.0
0.0
0.0
0.0
0.0
0.0
0.0
Overall Average
Customer Effort Score™ Average
This page corresponds to page 19 in your report.
To return to high-level data, click HERE.
Q: Thinking about this service interaction, how much effort did you personally have to put forth to handle this request?
1 5Very low effort Very high effort
APPENDIX: SEGMENT-SPECIFIC DATA
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37
Customer Contact Council, Sales and Marketing Practice
Alpha Company 3.7
CCC B2C Benchmark 3.5
Beta Segment 3.8
Gamma Segement 3.7
Delta Segment 3.7
0.0
0.0
0.0
0.0
0.0
0.0
0.0
Overall Average
17% 19%
44%
13%
7%20%
8%
15%19%
39%
1 2 3 4 5
Customer Satisfaction
Distribution of Customer Satisfaction Responses
This page corresponds to page 20 in your report.
To return to high-level data, click HERE.
Very dissatisfied Very satisfied
CCC B2C Benchmark
Q: How satisfied or dissatisfied are you with the experience you had with customer service/support?
1 5Not at all satisfied Very satisfied
APPENDIX: SEGMENT-SPECIFIC DATA
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38
Customer Contact Council, Sales and Marketing Practice
Web Effort Phone Effort E-mail Effort Web chat Effort
Alpha Company Average 3.0 3.0 2.9 3.2
CCC B2C Average 3.2 3.2 3.1 3.3
Beta Segment 2.5 3.0 2.8 3.6
Gamma Segement 3.4 3.1 3.1 3.8
Delta Segment 2.9 3.0 2.8 2.6
0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0
This page corresponds to page 21 in your report.
• If you do not offer Web chat to customers, please disregard the data regarding Web chat on this page. Respondent error has caused this data to appear in
your data set.
Q: Specific to each channel experience, how much effort did you personally have to put forth to handle this request?
1 5Very low effort Very high effort
To return to high-level data, click HERE.
APPENDIX: SEGMENT-SPECIFIC DATA
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Customer Contact Council, Sales and Marketing Practice
Web Satisfaction
Phone Satisfaction
E-mail Satisfaction
Web chat Satisfaction
Alpha Company Average 3.6 3.8 3.7 3.7
CCC B2C Average 3.3 3.5 3.0 3.3
Beta Segment 3.9 3.7 3.5 3.8
Gamma Segement 3.3 3.9 3.7 3.3
Delta Segment 3.6 3.8 3.7 3.9
0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0
This page corresponds to pages 22–25 in your report.
• If you do not offer Web chat to customers, please disregard the data regarding Web chat on this page. Respondent error has caused this data to appear in
your data set.
To return to high-level data, click HERE.
Q: How satisfied or dissatisfied are you with your overall (channel) experience?
1 5Not at all satisfied Very satisfied
APPENDIX: SEGMENT-SPECIFIC DATA
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40
Customer Contact Council, Sales and Marketing Practice
Web Experience
Compared to Others
Phone Experience
Compared to Others
E-mail Experience
Compared to Others
Web chat Experience
Compared to Others
Alpha Company Average 6.9 7.5 7.0 7.0
CCC B2C Average 6.1 6.9 5.8 6.6
Beta Segment 7.3 7.5 6.7 6.3
Gamma Segement 6.4 7.5 7.0 6.3
Delta Segment 7.0 7.3 7.0 7.9
0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0
0.0 0.0 0.0 0.0
This page corresponds to pages 22–25 in your report.
• If you do not offer Web chat to customers, please disregard the data regarding Web chat on this page. Respondent error has caused this data to appear in
your data set.
To return to high-level data, click HERE.
Q: Was the (channel) experience with this company better or worse than other customer service-related (channel) experiences you have had recently?
1 10Significantly worse Significantly better
APPENDIX: SEGMENT-SPECIFIC DATA