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For eBusiness & Channel Strategy Professionals

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July 2, 2007

US Customer Service Consumer Survey, 2007

Consumers' Attitudes and Behavior

by Zachary McGeary

with David Daniels, Mark Best

This is an excerpt

Executive Summary

The value of customers' feedback from surveys will diminish over time mostly due to excess surveying and a self-selecting surveying audience. Companies seeking to optimize their business operations through customer feedback must align these data with other existing data sources to create the most accurate and actionable feedback management initiative.

TABLE OF CONTENTS

itemExecutive Summary

itemNineteen Percent More Service Seekers Likely to Take Survey After Good Experience

itemExcess Surveying and Skew Toward Positive Feedback Will Diminish Value of Survey Feedback over Time

itemExecutives Must Continue to Improve Phone and E-mail Service by Focusing on Traditional Measurements

itemReport Methodology

This is an excerpt

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ALSO OF INTEREST

RESEARCH CATEGORIES

Technology

Packaged Applications, Customer Relationship Management

Geography

Asia Pacific, Europe, North America