Key Findings From the 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, and in many cases are willing to accept tradeoffs.

The majority of customers state that they are loyal to at least one company, and demonstrate loyalty in a number of ways. However, only a third 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.