Customer Experience Research

Whether you're looking to improve the customer experience, decrease the cost of service, or increase revenue, our research provides actionable insights to help you meet your business goals.

  • Reports

    • 2012 Customer Care Satisfaction Benchmark Report

  • Executive Briefings

    • Customer Effort: More Work, Less Loyal

    • Cross-Channel Experiences: What Really Matters

  • Point of View Papers

    • Contact Center Executives: Countering the Pressures of Improving Your Company's Net Promoter Score

    • Service Recovery: Closing the Feedback Loop

    • Recommendation Metrics: Which One Should You Recommend?

    • First Call Resolution: Its Measurement and Impact

    • Service Levels: One Size Does Not Fit All

    • Agent Performance Management: Critical Leverage in Improving Customer Satisfaction

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