In the future, only 36% of contact centres plan to use Customer Effort to measure customer satisfaction.
Poll – How will you measure Customer Satisfaction in the Future? – answers
Customer Effort – 36%
Quality Scores – 40%
NetPromoter – 45%
First Contact Resolution – 47%
CSAT – Percentage Satisfied – 51%
(Multiple answers were allowed during this poll, so the total does not add up to 100%.)
Source: Call Centre Helper webinar poll – Webinar: How To Transform Customer Contact in the Contact Centre Sample size – 51 Date: February 2015
Author: Megan Jones
Published On: 15th May 2015 - Last modified: 18th Sep 2019
Read more about - Archived Content, Customer Effort, Customer Satisfaction (CSAT), Polls
