NICE inContact, announced a ground-breaking study comparing how businesses rate their success across more than 10 customer experience channels versus the actual experience and satisfaction that customers report in those channels. The new research, the second wave of the NICE inContact Customer Experience Transformation Benchmark Study, analyzes how customer service organizations think they are delivering in both agent-assisted and self-service channels including interactions with contact center agents via phone, email, chat, social media, and text as well as through web self-service, mobile applications, and interactive voice response (IVR). Continue reading Your Customer Service Isn’t As Effective As You Think It Is, According to New NICE inContact Survey That Reveals Gaps Between Business and Consumer Perceptions
Category Archives: Market Research
Clarabridge Survey Reveals Expectations and Habits of Airline Customers in the US and UK
Clarabridge revealed the results from its comprehensive airline consumer survey. Clarabridge surveyed more than 1,200 consumers in both the United States and United Kingdom respectively. In both surveys respondents were between the ages of 18 and 60. The survey asked airline consumers share their feedback on all aspects of their air travel experience including personal preferences, expectations and key complaints. Continue reading Clarabridge Survey Reveals Expectations and Habits of Airline Customers in the US and UK
More than half of financial executives are still not confident about MiFID II
Research from TeleWare, a leading communication technology business, reveals that just 42 per cent of senior decision makers are confident in their firm’s knowledge of MiFID II requirements. Although only 99 days away, worryingly more than half (54 per cent) believe more education is needed on details of the European directive. Continue reading More than half of financial executives are still not confident about MiFID II
76 percent of European consumers will ditch businesses that don’t meet their customer experience expectations, Quadient research shows
European consumers feel they have more power over businesses, and are increasingly willing to use it, research from Quadient – formerly GMC Software – has revealed. In a Lightspeed survey of 8,061 adults in the UK, France, Germany and the Netherlands, more than three quarters (76 percent) of respondents said they would switch from a business that doesn’t meet their customer experience expectations. Continue reading 76 percent of European consumers will ditch businesses that don’t meet their customer experience expectations, Quadient research shows
Twilio Study Finds Businesses Do Not Communicate As Well As They Think They Do
According to a new study released by Twilio, 81% of consumers complain that it is difficult to communicate with businesses, but only 34% of businesses acknowledge room for improvement. While most businesses focus their efforts on delivering a great product, too few businesses recognize the significant impact the communications experience has on their brand and revenue. Continue reading Twilio Study Finds Businesses Do Not Communicate As Well As They Think They Do
Are Mobile Devices Taking Over Online Shopping?
Not according to the latest consumer research by leading global customer experience and business process outsourcing business, Webhelp. According to the 500 UK consumers surveyed, traditional desktop or laptop computers accounted for almost two thirds (65%) of online shopping purchases, with less than a quarter of people (23%) saying they used a smartphone and just 12% saying they had used a tablet for their most recent online purchase. Continue reading Are Mobile Devices Taking Over Online Shopping?