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 2009 findings for trending.

Convergys 2010 Scorecard Series Key Findings:

• The Recessionary Customer Is More Focused On Value, But Still Expects First Contact Resolution
• Consumers are More Likely To Report Bad Experiences, and to Expect Resolution
• The generations Have Increasingly Different Expectations and Preferences
• Loyalty Does Not Mean Customers Forgive a Bad Experience
• Consumers are shifting towards blended high-tech/human-touch services.

Read highlights from the U.S.-based Scorecard Series surveys