Findings Show That After Two Consecutive Years of Solid Improvements, Consumer Opinion Toward Customer Care’s Ability to Meet Needs and Expectations has Flattened
PHOENIX, ARIZONA – November 16, 2017 – Global leaders in the customer experience industry, Execs In The Know and COPC Inc., have announced the release of the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series. The report provides compelling insights into key areas of consumer expectations, opinions and perceptions in using multiple channels for customer care. Traditional Care (phone, email, and in-person), Interactive Care (online/video chat, FAQ, and self-help), Social Media Care (Twitter, Facebook, forums, etc.), and Mobile Care (apps, text/SMS, and mobile chat) are all explored.
Key Insights from the 2017 Consumer Survey:
– After two consecutive years of solid improvements, consumer opinion toward customer care’s ability to meet needs and expectations has flattened
– With results going back to 2014, 2017 saw the lowest percentage of consumers avoiding interacting with customer care
– Whether or not consumers self-select the multi-channel approach (as opposed to being forced into it) continues to have a profound impact on resolution and satisfaction rates for multichannel engagements
– In-Person Shoppers place far more value on good customer service than Online Shoppers
The Consumer Edition of the CXMB series is a resource for customer care professionals, looking to enhance their customer care program, improve brand opinion, and drive customer satisfaction. The 2017 Consumer Edition is the fifth consecutive year of reporting on findings of U.S. consumers, in all age groups and geographic regions. The survey findings provide both an overview of the entire customer care experience and insights regarding specific channels, as well as two new sections about the purchase experience and customer effort.
“The 2017 Consumer Edition of the CXMB Series is our most comprehensive to date,” said Chad McDaniel, President and CEO of Execs In The Know. “With every CXMB Series edition we continue to expand questions and sections that are important to today’s CX Professional, in addition to comparing data over the years to identify trends and patterns. Our community find the reports highly valuable and love using these insights to benchmark, learn, and plan their future approach.”
The full 2017 Consumer Edition is available at https://www.execsintheknow.com/cxmbseries/2017-consumer-edition/. Continue reading