Aspect Index
 Aspect Index
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Aspect Index
Aspect Index


KEY FINDINGS
Forty percent of consumers who had to repeat information after being transferred say they will do less business with the company
Consumers place the highest value on agent Empathy and Advocacy criteria
Consumers on average are willing to wait up to for 4.5 minutes to reach an agent.
Eighty three percent of consumers say that their telephone or online interactions are the same or better than typical face-to-face interactions
Consumers who have exceptional experiences are 33 percent more likely to conduct future business with a company.


The 2007 Aspect Contact Center Satisfaction Index Europe research methodology, conducted by independent market research firm Leo J. Shapiro & Associates LLC, consisted of quantitative studies with consumers to help gain perspective on consumer satisfaction with contact center performance.

Quantitative Study with Consumers:

  • A cross-section of consumers was interviewed using online methods to determine overall satisfaction with contact center experiences.
  • A total of 1,031 interviews were completed with consumers across six European countries – France (165), Germany (169), Italy (160), the Netherlands (176), Spain (166), and the United Kingdom (195); producing an overall confidence level of +/-3 percent.
  • Leo J. Shapiro & Associates conducted an additional 257 online surveys with consumers who have had an exceptional call center experience within the past month to provide information about where these contact centers excel and identify drivers of consumer satisfaction. Respondents were evenly split across the six European countries.

The 2007 Aspect Contact Center Satisfaction Index references consumer importance ratings from the 2006 baseline survey; this information was not polled in 2007 because it was expected to remain relatively unchanged year-over-year. The surveys focuses on consumer experiences primarily associated with the following industries: financial services, communications, and retail.

Scoring Methodology
The Aspect Index Europe evaluates 25 elements relating to contact center interactions. Each is given a satisfaction rating and is weighted by its importance to consumers. More important factors are assigned more points.

Usership of communications channels and technologies is also measured. Responses by email, online chat and telephone are proportionally weighted since "online" channel users comprise a much smaller proportion of respondents.

The results are distributed across a 100 point scale, where a 100 is a perfect grade, an "A" or "Outstanding" performance. The contact centers' overall score in terms of consumer satisfaction is shown as "XX" out of a possible score of 100. The grading scale is as follows:

Index Results and Correlating Letter Grades
Grades Index Results Description
A 80 or above Outstanding
B 76 to 79 Strong
C 70 to 75 Average
D 65 to 69 Needs Improvement
E 61 to 64 Significant Shortcomings
FX/F 60 or below Substandard Performance






Aspect Software
Aspect Software commissioned the Aspect Index to provide customer-focused companies with a resource containing valuable insight on consumer expectations and desires. Learn more about Aspect Software



The Aspect Index was conducted by an independent research firm, Leo J. Shapiro & Associates, LLC. Shapiro has created a variety of indexes that measure consumer behaviors and attitudes, including retail customer service satisfaction, significant consumer trends, grocery store shopping, and others. Learn more about Leo J. Shapiro.