Key Findings from the 2009 Convergys U.S. Customer Scorecard Research

When asked what service priorities they would most like to see on a company scorecard, customers indicated that they want to deal with knowledgeable employees. They also indicated an increasing preference for a blend of live and automated service channels, but in many cases, they are willing to accept trade-offs.

The majority of customers say they are loyal to at least one company, and they demonstrate that loyalty in a number of ways. However, only a third of customers say their loyalty means they'll forgive one bad experience and continue doing business with a company that did not provide a satisfactory customer experience.