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: Less Work, More Loyal

    • Cross-Channel Experiences: What Really Matters

  • Point of View Papers

    • 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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