Category Archives: Market Research

Contact Solutions Releases Results of Survey Examining the Silos in Mobile Customer Care

PRESS RELEASE: Contact Solutions, a leading provider of cloud-based and mobile customer self-service solutions, today released the results of a breakthrough mobile survey, “What Can I Do For U?” The survey, conducted in late 2013 and taken by more than 1,200 consumers, set out to examine customer satisfaction and adoption rates of mobile customer service tools. Continue reading Contact Solutions Releases Results of Survey Examining the Silos in Mobile Customer Care

Semafone research – 86% of customers would shun brands following a security breach

PRESS RELEASE: New research commissioned by Semafone® has revealed that the overwhelming majority of people would not do business with a company that had failed to protect its customers’ card data. In the survey, conducted by OnePoll, 86.55% of 2,000 respondents stated that they were “not at all likely” or “not very likely” to do business with an organisation that had suffered a data breach involving credit or debit card details. The proportion of women expressing this view was 91.48%, which was markedly higher than the figure of 81.93% for men. Continue reading Semafone research – 86% of customers would shun brands following a security breach

Web Chat to become the next wave of Customer Management Adoption, according to Firstsource Survey

PRESS RELEASE: While half (54 percent) of U.S. consumers still prefer to use the phone to resolve a customer service issue, over 67 percent think web chat will eventually become more widely used, according to a new survey conducted by Firstsource Solutions, a global provider of business process management services. The survey aimed to gain insight into consumer attitude and use of web chat services. Continue reading Web Chat to become the next wave of Customer Management Adoption, according to Firstsource Survey