Downloads

RSS

CFI Group conducted the Contact Center Satisfaction Index research through online surveys of over 22,000 participants. Qualified respondents had called a contact center within the previous month and had interacted with a customer service representative. The respondents evaluated their most recent contact center experience through their answers to twenty questions.

CFI Group (www.cfigroup.com) provides its measurement solutions worldwide, through 12 offices on four continents. Launched in 1988 by University of Michigan professor Claes Fornell, CFI Group is headquartered in Ann Arbor, Michigan. It uses rigorous measurement science to diagnose its clients' customer relationships, resulting in exacting advice on actions that strengthen these relationships and improve clients' overall financial performance. CFI Group methodology is used as the basis for calculating the American Customer Satisfaction Index (ACSI) via the Ross School of Business at the University of Michigan. CFI Group clients include AT&T, Best Buy, British Telecom, Domino's Pizza, the U.S. Federal Government, UPS, Yahoo! and other leading companies around the world.

Customer satisfaction, when measured using the methodology of the University of Michigan's American Customer Satisfaction Index (ACSI), provides an excellent measure of contact center effectiveness and the ability of contact centers to influence business and consumer behavior.

In this report, CFI Group examines the most important issues facing contact centers in an effort to determine:

• Which aspects of contact center interactions are most responsible for driving customer satisfaction
• Which industry contact centers perform best, and why
• How well contact centers resolve issues
• The impact of contact centers on future customer behaviors
• The effect of contact center offshoring on customer satisfaction
• "Right-channeling" trends