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CRM: A Customer Satisfaction SurveyPublished by: Datamonitor Published: Jan. 18, 2002 - 32 Pages Table of ContentsABOUT DATAMONITOR ACTION POINTS $14bn lost by online retailers due to lack of customer support Four key things you need to know about customer satisfaction levels in Western Europe and the USA The primary reason for customers abandoning an online transaction is a technical problem with the Website Customers in the telecoms, automotive, financial services and utilities verticals experience the worst levels of service - CRM vendors should continue to target these vertical markets De-regulation will force companies in all verticals to improve customer service, but utilities companies will suffer most Companies must monitor customer satisfaction in order to retain customers Justification Why do customers abandon transactions? Service levels in Western Europe and the USA How often do customers change suppliers due to poor customer service? Barriers to exit Customer service is just one factor Do customers inform companies of their dissatisfaction when changing suppliers? APPENDIX Definitions Research methodology Future readings Contact the author How to contact experts in your industry AbstractDespite significant CRM investment, many customers remain unhappy with the service they receive from companies. This report, which is based on Datamonitor's IMPACT survey of 10,000 consumers, measures customer satisfaction levels across a number of vertical markets in Western Europe and the USA.Get Full Details About This Report >> |
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