“Exceeding US Customer Expectations” is based on a survey of 1,000 US customers, looking at what they want when contacting an organization, what they actually get, and what they then do about it. Updated September 2024.

 

The report identifies the frontline issues that most impact on customer experience, and advises businesses on how to solve them.

 

CUSTOMER INSIGHT

  • What do customers most value when contacting a business?
  • How does this differ depending on who the customer is and what they want to do?
  • What are customers’ biggest problems when contacting a business?
  • Which type of customer is most likely to change from a regular supplier because of poor customer experience?
  • Which channel would customers rather use to contact a business, and which do they end up using?

 

BUSINESS SOLUTIONS

  • Reducing customer effort while managing costs
  • Cutting call times while maintaining quality
  • Supporting and empowering your agents
  • Reducing unnecessary call-backs
  • Offering the right channel at the right time to the right customer

 

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