Tag: "customer satisfaction"

0
Mobile Loyalty and Customer Satisfaction findings

Mobile Loyalty and Customer Satisfaction findings

Study: Customer Retention in Mobile Industry Driven by Inertia Source: Stockhouse Author: WDS In a recent survey of 4,000 mobile subscribers a quarter said they stay with their mobile carrier because it’s too inconvenient to switch, according to a new study by WDS, A Xerox (NYSE: XRX) Company. The Mobile Loyalty Audit 2014, an annual […]

0
Holiday 2013 Customer Satisfaction statistics

Holiday 2013 Customer Satisfaction statistics

Zendesk Benchmark: Customer Satisfaction Falls During The Holiday Season Overall customer satisfaction dropped globally by 2 percentage points in the fourth quarter of 2013, continuing a yearly trend of performance dips during the busy holiday season, according to the quarterly Zendesk Benchmark report released today. The average customer satisfaction rating fell to 80 percent, and […]

0
Automakers – Customer Satisfaction Scores

Automakers – Customer Satisfaction Scores

Detroit Three customer satisfaction falls in latest quarterly survey The gap in customer satisfaction between the Detroit Three and Asian automakers is widening, according to a new survey by the American Customer Satisfaction Index. The scores of five out of eight domestic brands declined in ACSI’s latest quarterly survey, conducted from April 6 to May […]

0
Hospitality – Customer Survey Types

Hospitality – Customer Survey Types

HOTELS WORKING HARDER TO COLLECT CUSTOMER RESPONSES Hotels want to hear your opinion of your stay. But they no longer feel that it is enough to leave a questionnaire in your guest room and hope for a response, not when TripAdvisor and other public rating sites display customer satisfaction — or dissatisfaction — for all […]

0
Microsoft Customer Satisfaction Continues To Fall

Microsoft Customer Satisfaction Continues To Fall

New report shows a drop in satisfaction with Microsoft Ever since Redmond-based Microsoft introduced their latest operating system, Windows 8, there has been much grumbling about the radical change, confusion on how to find your way around on the new system and bad promotion. With all that it was no surprise that when the May […]

0
iPhone 5 May Not Be The Best Thing To Happen To iPhone

iPhone 5 May Not Be The Best Thing To Happen To iPhone – 2/14/13

iPhone 5 Ranked Fifth In Customer Satisfaction Poll Behind Android Phones For several years, Apple’s devices have been ranked high in numerous customer satisfaction polls, but it looks as though their customer satisfaction dominance has slipped a bit with the iPhone 5. According to a study carried out by mobile research firm OnDevice Research, 320,000 […]

0
Luxury Playing Catch-up on Customer Experience

Luxury Playing Catch-up on Customer Experience – 1/30/13

Luxury brands trail Amazon in customer satisfaction But mobile could help high-end retailers make gains, ForeSee says. Luxury e-retailers tend to trail other web merchants on customer satisfaction, according to a new report from ForeSee. The Luxury E-Retail Satisfaction Index, released today by the company, which measures consumer satisfaction with web sites, scores luxury brands […]

0
E-retail Satisfaction – 2012 Holiday Shopping Season

E-retail Satisfaction – 2012 Holiday Shopping Season – 1/6/13

ForeSee Holiday Customer Satisfaction Study: Amazon Sets Standard; JC Penney, Apple, Dell Drop Study Finds Customers Want More Merchandise Appeal and Variety from Most Internet-retail giant Amazon remains at the head of the class, according to the annual Holiday E-Retail Satisfaction Index released today by customer experience analytics firm ForeSee. The eighth annual report—based on […]

0
Customer Satisfaction Doesn’t Equal Fairness

Customer Satisfaction Doesn’t Equal Fairness – 12/30/12

Stop Assuming Your Good Customer Satisfaction Scores Indicate Fairness Financial institutions rely on customer satisfaction scores, net promoter scores, complaint monitoring and risk assessments to judge whether they are meeting consumer needs. Success is assumed when high scores on internal surveys or surveys conducted by outside firms like J.D. Power & Associates or the American […]

0
Software Satisfaction Rankings

Software Satisfaction Rankings – 12/9/12

Sneak Peek: 2012 Software LeaderBoard The question isn’t who is responsible for customer satisfaction in an organization, it is who is responsive. And the answer is everyone. Or at least it should be, because customer satisfaction is too critical to be delegated. It needs to be ingrained. See which software vendors do it well. See […]

0
Increase Satisfaction by Eliminating Middlemen?

Increase Satisfaction by Eliminating Middlemen? – 12/9/12

KURU Footwear Increases Customer Satisfaction Through a Pure-play, Web-driven Model By cutting out the middleman found in more traditional retail distribution models, KURU maintains has significantly improved customer satisfaction with their customers. The company, a web driven footwear brand that only sells through their website, has allowed the nascent brand to offer a significantly improved […]

0
AT&T's Winning Streak Rated Worst in Customer Satisfaction Three Years Running

ATT vs. Verizon – 12/2/12

AT&T’s “Winning” Streak: Rated Worst in Customer Satisfaction Three Years Running However, AT&T’s 4G network ranked best by Consumer Reports Each year, Consumer Reports ranks all manner of U.S. wireless carriers based on customer satisfaction in a number of different categories. AT&T ranked dead last in the customer satisfaction survey for the third year in […]

0
Small Business Banking Rankings

Small Business Banking Rankings – 11/17/12

J.D. Power Ranks Small-Business Banking Small business banking customers, and the economic catalyst that they represent, are not having their expectations fully met by their bank, according to the J.D. Power and Associates 2012 U.S. Small Business Banking Satisfaction Study released (Friday). While overall satisfaction among small business banking customers averages 736 (on a 1,000-point […]

0
Educate Buyers About the Drawbacks and Pitfalls of Their Choices

Educate Buyers About the Drawbacks and Pitfalls of Their Choices – 10/28/12

How Much Choice Is Enough? Customer Satisfaction Increases When Operators Clarify Choice If there are negatives to consumers, then by extension, there must be negatives to our businesses. So what exactly are the negatives of too many choices, and how do they affect consumers? Paralysis: When consumers are overwhelmed by options, they may choose none […]

0
American Customer Satisfaction Index (ACSI) - Household Products Mostly Stable

American Customer Satisfaction Index (ACSI) – Household Products Mostly Stable – 10/20/12

Customer Satisfaction With Beverages, Cigarettes and Household Products Mostly Stable Amid Changing Consumer Preferences ANN ARBOR, Mich. — Customer satisfaction with four nondurable categories comprised of everyday consumer purchases remains relatively stable, according to a report released today by the American Customer Satisfaction Index (ACSI). Purchasers of beer, soft drinks, cigarettes or personal care & […]

0
The real drivers of customer satisfaction?

There Is No One Single Thing You Should Be Doing To Create Satisfied Customers – 10/07/12

The real drivers of customer satisfaction?   “If you don’t know what best in class looks like, then how are you going to achieve it?” This was the question that Matt Rennstram, from contact center auditing firm Bright UK, asked delegates at the Call Center Focus Conference this morning. Speaking alongside Chris Plank, customer service […]

0
Stop Measuring Customer Satisfaction and Start Understanding It

Start Understanding Customer Satisfaction

Stop Measuring Customer Satisfaction and Start Understanding It Customer satisfaction is a term that is bandied about freely within the corporate world. Managers are measured on it; employees are paid bonuses on it; and firm strength is based, in part, on it. Satisfaction is one of the most common metrics used to measure customer sentiment. […]

0
Insurance Companies at Lowest End of Customer Satisfaction Quality

Insurance Companies at Lowest End of Customer Satisfaction Quality – 9/1/12

Customer Satisfaction Quality in Georgia – Insurance Companies at Lowest End The FINANCIAL — Insurance, meat and dairy production are at the lowest end of customer satisfaction quality in Georgia. The results were revealed by research of the Institute for Polling and Marketing (IPM) after questioning 1,000 citizens. Banking, mobile and cleaning industries achieved the […]

0
Bank of America

Banks new methods measure customer satisfaction 8/11/12

Banks adopt new methods to measure customer satisfaction Banks have put in place a number of mechanisms to gauge customer satisfaction with services such as deposits, withdrawals, loans, and balance inquiries. The banks consider the measures an important step towards improving services, which will allow them to maintain their customer bases and attract new clients. […]

0
Market Survey -  AT&T Last, Verizon First - 8/3/12

Market Survey – AT&T Last, Verizon First – 8/3/12

Market Survey: VZW Tops in Customer Satisfaction & Dropped Calls; AT&T last! ChangeWave Research (part of the 451 Group) recently surveyed 4,042 consumers on their opinions and attitudes toward their wireless service providers – including customer satisfaction ratings,  loyalty and future demand trends. The research firm also looked  at consumer reaction to Verizon’s new “Share Everything” family […]

0

Customer Satisfaction Links to Stock Returns – 7/6/12

CFI Group: Research Links Customer Satisfaction to Stock Returns Top Companies on American Customer Satisfaction Index and National Customer Satisfaction Index UK Outperform Market LONDON–(BUSINESS WIRE)–According to research from the University of Michigan, customer satisfaction is directly linked to stock market performance. Companies with high scores on the American Customer Satisfaction Index (ACSI) and the […]

0
Customer Service Evaluation News 6/6/12

Customer Service Evaluation News 6/6/12

Free shipping and delivery timing are key for customer satisfaction Deliveries and returns are an inescapable part of e-commerce, yet there are few accepted norms within the industry. Delivery times and cost vary across retailers and product categories, and can have a major impact on a consumer’s purchase decision. To find out what consumers expect […]

0
Tele-Depths / Surveys News 1/12/12

Tele-Depths / Surveys News 1/12/12

Apple and Amazon top m-commerce customer satisfaction charts by David Moth During November and December ForeSee surveyed users of the top 40 US retailer sites by sales volume, and was able to collect statistically-reliable data for 16 of them. With an average score of 76 across the 16 e-tailers, Apple (85) and Amazon (84) are […]

0

Tele-Depths / Surveys News 1/7/12

Big banks lag in customer poll Credit unions rated highest   Small banks and credit unions are leading the quest for customer satisfaction in the Northeast, with big lenders such as Bank of America lagging well behind, according to a recently released poll. The poll, which included many banks with a presence in Delaware, gave […]

0
Customer Service Evaluation News 1/1/12

Customer Service Evaluation News 1/1/12

The Year’s Worst of the Worst in Online Merchants By: Alyce Lomax   The whole concept of online commerce hinges on convenience, particularly during the frantic holiday shopping season. Unfortunately, some well-known Web merchants left consumers seriously dissatisfied in the past year. One of the most notable is Netflix (NFLX): Its cherry-colored logo has left […]