Aspect Index
 Aspect Index
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Aspect Index
Aspect Index


KEY FINDINGS
Consumers who have an exceptional experience are 33 percent as likely to do more business
Consumers place the highest value on agent Empathy and Advocacy
Consumers who reach an automated system say they will do less business with the company
21% of all interactions were conducted online, including emails and web-based chats
97% of consumers who had a exceptional experience say that service meets or exceeds their expectations


The Aspect Contact Center Satisfaction IndexTM employed quantitative studies with consumers, contact center managers and corporate executives to uncover perspectives on consumer satisfaction with contact center performance. The research methodology conducted by independent research firm Leo J. Shapiro & Associates LLC was developed in two phases:

Phase 1. Quantitative Study with Consumers

  • A cross-section of consumers was interviewed using a combination of telephone and online methods to ensure capturing a wide range of contact center users. Consumers were interviewed about their overall satisfaction with contact centers, as well as their assessment of the various elements of their experience with contact centers.
  • 1,000 interviews were completed with consumers, producing a survey sample with an overall level of statistical significance of +/-3%.

Phase 2. Quantitative Study with Contact Center Managers and Corporate Executives

  • A cross-section of professionals involved in contact center management was recruited to take part in this industry study
  • A total of 150 professionals were interviewed using online methods. All of those interviewed were contact center managers, directors or executives
  • The types of contact center functions covered include:
    • Customer Service
    • Inbound Sales
  • The types of industries covered a broad range, but focus primarily on the three major ones below:
    • Finance/Banking/Insurance
    • Telecommunications
    • Retail

Scoring methodology
The grade is based on an overall possible grade of 100. A 100 would be a perfect grade, an A+. The grade is computed by satisfaction ratings on 27 measures. Satisfaction ratings are weighted by their "very" or "extreme" importance to consumers, as well as user-ship of various communication channels. Therefore, more important factors are given slightly more weight, i.e., more points, than less important ones. Responses by email, online chat and phone are weighted by user-ship since 'online' channels are a much smaller proportion of respondents, but consumers using these channels are generally more satisfied than consumers using phone interactions, and they need to be weighted proportionately. Of a possible score of 100, the contact center's overall score in terms of consumer satisfaction is 69%. The grade scale is as follows:

A+ 98-100%
A 93-97%
A- 90-92%
B+ 88-89%
B 83-87%
B- 80-82%
C+ 78-79%
C 73-77%
C- 70-72%
D+ 68-69%
D 63-67%
D- 60-62%
F <60%


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. Leo J. Shapiro & Associates 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.