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Customer

Contact

Experience

Benchmarks'PC

Manufacturers

Industry Published on August 2012

Report Summary This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the PC manufacturers industry across contact channels including: live agent phone, IVR, email, chat, and Web self-service. A Web-based survey methodology was used for this study: N=1760. Companies benchmarked in this study include but are not limited to: Acer, Apple, Asus, Dell, Gateway, HP, Lenovo, Panasonic, Toshiba, Samsung, and Sony. Within the industry, the most popular contact channels are phone/live agent and e-mail. Web site self-service and Web site chat with live agents have been used by fewer customers, while IVR is the least popular.

Table of Content TABLE OF CONTENTS Research Objectives, Methods, and Demographics 9 Multi-Channel Customer Contact Experience Executive Summary and Implications 14 Customer Contact Experience Overview 18 Customer Interactions by Contact Channel'PC Manufacturers Aggregate Summary 19 Customer Satisfaction by Contact Channel'PC Manufacturers Average and Brand Results 21 Overall Customer Satisfaction'PC Manufacturers Average and Brand Results 25 Live Agent Phone Interactions 28 First Call Resolution (FCR)'Overall and by Brand 36 Satisfaction with Customer Service'Overall and by Brand 38 Meeting Expectations'Overall and by Brand 39 Customer Loyalty'Overall and by Brand 40 Interactive Voice Response (IVR) Interactions 42 First Call Task Completion Rate (TCR)'Overall and by Brand 50 Satisfaction'Overall and by Brand 51 Meeting Expectations'Overall and by Brand 52 Customer Loyalty'Overall and by Brand 53 E-mail Interactions 56 Average Rating of E-mail Interactions'Overall and by Brand 61 Satisfaction'Overall and by Brand 62 Meeting Expectations'Overall and by Brand 63 Customer Loyalty'Overall and by Brand 64 Web Chat Interactions 67 Average Ratings of Web Interactions'Overall and by Brand 72 Satisfaction'Overall and by Brand 73 Meeting Expectations'Overall and by Brand 74 Customer Loyalty'Overall and by Brand 75

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>> Get this Report Now by email! Web Self-Service Interactions 78 Making a Purchase/Transaction'Web Self-Service Interactions 85 Satisfaction'Overall and by Brand 86 Meeting Expectations'Overall and by Brand 87 Customer Loyalty'Overall and by Brand 88 Brand Profiles: Top Three Brands 91 Overall Satisfaction and Customer Loyalty Across Contact Channels'Sony 94 Overall Satisfaction and Customer Loyalty Across Contact Channels'Toshiba 98 Overall Satisfaction and Customer Loyalty Across Contact Channels'Apple 102 Appendix 108 The Frost & Sullivan Story 138 Customer Contact Channels'Brands Explored: Acer, Apple, Asus, Dell, Gateway, HP, Lenovo, Panasonic,Toshiba, Samsung, Sony 18

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Customer Contact Experience BenchmarksPC Manufacturers Industry  

This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and custom...

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