Destination CRM weighs in the new measures of customer care success and considers the results of the National Customer Rage survey in that discussion.
In a new article entitled ‘The New Measure of Customer Service Success’. Leonard Klie asks Why some traditional performance metrics are wrong and what you need to evaluate now.
Not surprisingly, customer loyalty and satisfaction drops significantly after having to place a second call for help—and just about disappears after the third call, according to a consumer survey conducted by Customer Care Measurement and Consulting, an Alexandria, Va., firm, and Arizona State University’s Carey School of Business. Frustrated consumers are those who have to contact companies an average of 4.4 times to get their issues resolved, the study finds.
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