Convergys' Research Provides a Comprehensive Perspective on the Customer Experience

For the past three years, Convergys has conducted substantial industry-specific primary research about the state of the customer experience among US and UK consumers. The research focused on individuals who had some type of customer service interaction in the past six months with the following types of companies: banking, credit cards, healthcare insurance, Internet service provider, mobile phone, retail, satellite/cable, technology and telephone. A wide variety of topics were explored including contact preferences, channel diversity, customer satisfaction, effort, and loyalty.

As part of this comprehensive Scorecard Research effort, Convergys also conducted primary research with employees who fulfilled some type of direct customer service function in the nine industries listed above. The employee research focused on employee perceptions of customers, the customer experience and the employees' readiness to provide excellent customer service.