87% of customers say service, or how they are being treated, is more important than brand or price..
-Convergys Scorecard Series Research
What are your customers experiencing?
In this Section You Will Find:
- Charts Displaying Key Findings for the U.S. and U.K. markets
- Industry Snapshots for 9 key industries, with multiple charts which can be compared to the 2010 finings for trending.
Convergys 2009 Scorecard Series Key Findings:
- Customer Service is the New Differentiator, More Important Than Price or Brand
- Attrition is the New Customer Feedback, Signaling the Prevalence of Both Bad Experiences and Service Alternatives
- More Customers Like Multi-Channel Care, But Each Demographic Segment Has a Different Set of Preferences
- Satisfaction Doesn't Necessarily Mean Loyalty, and Loyalty is Getting Harder to Earn
- Loyalty Does Not Mean Customers Forgive a Bad Experience
Read highlights from the U.S.-based Scorecard Series surveys
Learn More
Speak to a Convergys representative and learn more about how the Scorecard Series research can help improve your company's customer experience.CONTACT US
White Paper
Download this white paper on customer experience to learn more about how to meet the diverging needs of today's demanding demographic groups.DOWNLOAD
Webinar
Join customer experience expert Chip Bell to explore what 2010 research reveals about recessionary consumers.WATCH NOW
Blogs
Join us as we blog about the research's implications for managing customer and employee relationships. READ MORE
