Why You Should Care What Consumers Think About Your Contact Center
Consumers are not happy with their interactions with businesses. And contact centers unfortunately believe they are performing well. The good news is - this offers companies a tremendous opportunity to step-up customer satisfaction and make a big competitive impact.
More than one in five European and North American consumers say that their contact center experiences fall short of expectations.
One in 10 North American (10%) contact centers say they fall short of meeting consumer expectations, while only one in 50 European contact centers (2%) admit the same.
The key is learning what your customers want when they contact your business and the Aspect Index™ offers that insight.
According to the American Consumer Satisfaction Index (ACSI), data shows that firms with higher customer satisfaction tend to do well financially.
On average, a 5% increase in ACSI is associated with an almost 20% increase in the value of common equity.
North American Consumers are Being Disappointed
Download The 2005 Aspect Contact Center Satisfaction Index™ PDFEuropeans are Looking for Better Service
