Organisation: Research and Markets
Category: Customer Satisfaction Training
Description: The results presented here are based on the findings of Datamonitor’s Impact survey, a global research program exposing consumer attitudes towards new technologies. Impact is an ongoing research program, which last year involved in-depth telephone interviews with over 13,000 adult consumers. These were selected using a rigorous methodology from across France, Germany, Italy, Spain, Sweden, the UKandthe US. This report will provide vendors with insights that can be used to: •learn about the effects of CRM investment so far on customer service •motivate potential customers by showing how FSIs compare to industry benchmarks and to other industry segments. Specifically this report will reveal: •how general service levels provided by retail FSIs compare with the other suppliers that consumers commonly interact with •what proportion of consumers let a supplier know that being let down by poor service wasthe reason thattheymoved to a competitor •how important customer service is in driving customer churn in FS compared with other vendors •whether retail FSIs successfully offer better service to higher value customers.
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