For Customer Experience Professionals

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	April 14, 2009 The Experiences That Satisfy Consumers, 2009 US Consumers Rate Firms' Web, Phone, And In-Person Interactions by Bruce D. Temkin with William Chu, Steven Geller, Angela Beckers	Average: 10  (2 ratings)

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Executive Summary

How well do experiences meet the needs of customers? Not very well. A survey of more than 4,500 US consumers shows a low level of satisfaction with Web, phone, and in-person interactions across 12 different industries. It turns out that Web interactions have the highest satisfaction levels in five of the industries. But there are differences across industries, companies, and consumers. Banks and credit card issuers provide the best Web experiences; USAA, a credit union, and Amazon.com come out on top when it comes to phone interactions; and Gen Yers are often the least satisfied with all types of interactions. Given these results, companies should use Scenario Design to improve their interactions.

TABLE OF CONTENTS

• Satisfaction With Web, Phone, And In-Person Interactions Is Low

RECOMMENDATIONS

• Use Scenario Design To Create Better Experiences, As A First Step
• Related Research Documents

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