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In a recent survey, 90.4% of respondents said customer satisfaction is the leading driver for implementing services such as remote control, chat and collaboration, while 94.4% named customer satisfaction as the primary driver for self-service. |
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Thursday, 13 April 2006 |
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An agreement was reached Sunday night less than three hours before a threatened midnight strike between the Communications Workers of America Local 3204 and about 11,000 Cingular Wireless customer service employees in nine southeastern states, including Florida. |
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Wednesday, 29 March 2006 |
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The report shows Expedia leading and Travelocity gaining ground in the competition for online bookings, while at the same time consumers are less satisfied generally with the experience provided by hotel and lodging sites. |
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Wednesday, 29 March 2006 |
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The Department of Business and Professional Regulation has extended its hours to improve customer service, it said. |
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Tuesday, 28 March 2006 |
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Simply automating systems does little more than aggravate customers. Rather, automation needs to be personalized and handled correctly in order to satisfy both customer and company. In fact, a new report by Jupiter Research reveals that static self-service content actually exacerbates cost-intensive agent call volumes. |
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Tuesday, 28 March 2006 |
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Noting that after sale service is the most important way to keep customers happy, Volvo officials today announced a new 10-point Service Commitment the company says will enhance the bar in customer service. |
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Monday, 27 March 2006 |
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Since 2000, the number of sites meeting a 24 hour threshold for email response continues to decrease. In fact, only 45% of sites resolved email inquiries within 24 hours. The most significant trend, however, is that 39% of sites took three days or longer to reply or did not respond at all. The number of these sites has grown 7% year over year from 2000 to 2005. |
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Monday, 27 March 2006 |
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Citizen satisfaction with government Web sites dropped slightly for the first quarter of 2006, according to the latest American Customer Satisfaction Index (ACSI) survey. But despite the overall decline, satisfaction with many individual sites rose substantially. A report on the survey highlights citizens’ satisfaction with the Internal Revenue Service’s Web site, which increased its score since 2005. |
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Monday, 27 March 2006 |
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The American Customer Satisfaction Index (ACSI) advances for the third consecutive quarter, led by Target, Kohl’s, Amazon, J.C. Penney, and Costco. The Index is up 0.4% over the previous quarter to an aggregate score of 73.5. However, it remains slightly below the score for the final quarter of 2004, which was 73.6. |
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Thursday, 23 March 2006 |
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Ours is a service company. We've been preparing to go for the Baldrige Quality Award. For the past three years we've had an annual customer satisfaction survey as part of the requirements for the award. We also put in place last year a customer loyalty program. At our last board meeting, a new director asked about the relationship between the two. |
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Thursday, 23 March 2006 |
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