77% of customers say that in the past year the quality of customer service provided by companies has stayed the same or gotten worse.
-Convergys 2010 Customer Scorecard ResearchWhat do your customers think?
Convergys 2010 Customer Scorecard Research Key Findings
The recessionary customer is more focused on value than price
The recessionary customer expects first contact resolution when calling a service center
Consumers are more likely now than before the recession to report bad experiences, and to expect resolution for those experiences
Baby Boomers, Gen Xers, and Millennials have increasingly different service expectations and communication channel preferences
The definition of "loyalty" has changed, and it does not necessarily include forgiveness
Each industry has a core group of "super loyalists" who demonstrate financially meaningful behaviors