2.7%
-1.3%5.7%NA3.0%2.9%| Airlines | 67 | | 3.1% |
| Ambulatory Care | 82 | | 1.2% |
| Apparel | 79 | | -1.3% |
| Athletic Shoes | 80 | | -1.2% |
| Automobiles & Light Vehicles | 84 | | 1.2% |
| Banks | 77 | | 2.7% |
| Breweries | 81 | | -1.2% |
| Cellular Telephones | 76 | | 2.7% |
| Computer Software | 76 | | -1.3% |
| Consumer Shipping | 82 | | -2.4% |
| Cooperative Utilities | 83 | | 2.5% |
| Credit Unions | 82 | | -5.7% |
| Department & Discount Stores | 77 | | 1.3% |
| Federal Government | 68.4 | | 2.2% |
| Fixed-Line Telephone Service | 74 | | 5.7% |
| Food Manufacturing | 83 | | 2.5% |
| Full-Service Restaurants | 80 | | -2.4% |
| Gasoline Stations | 73 | | -1.4% |
| Health & Personal Care Stores | 77 | | 1.3% |
| Health Insurance | 72 |   | 0.0% |
| Hospitals | 78 | | 2.6% |
| Hotels | 77 | | 0.0% |
| Internet Brokerage | 78 | | 2.6% |
| Internet Portal & Search Engines | 79 | | -1.3% |
| Internet News & Information | 73 | | 0.0% |
| Internet Retail | 82 | | 1.2% |
| Internet Service Providers | 65 | | NA |
| Internet Social Media | 69 | | -1.4% |
| Internet Travel | 76 | | -2.6% |
| Investor-Owned Utilities | 77 | | 1.3% |
| Life Insurance | 81 | | 1.3% |
| Limited-Service Restaurants | 80 | | 1.3% |
| Local Government | 69.1 | | 3.0% |
| Major Appliances | 81 | | 0.0% |
| Municipal Utilities | 76 | | 0.0% |
| Personal Care & Cleaning Products | 83 | | 0.0% |
| Personal Computers | 80 | | 2.6% |
| Property & Casualty Insurance | 78 | | -6.0% |
| Soft Drinks | 84 | | -1.2% |
| Specialty Retail Stores | 78 | | -1.3% |
| Subscription Television Service | 68 | | 3.0% |
| Supermarkets | 77 | | 1.3% |
| Televisions & Video Players/Recorders | 86 | | 1.2% |
| U.S. Postal Service | 75 | | 1.4% |
| Wireless Telephone Service | 72 | | 2.9% |
Remarkable Knowledge.
Experience That Matters.
A provider of business software faced increased competition and falling customer retention. They saw their share of wallet from existing customers threatened and sought to take action before it impacted their bottom line.
The company used customer experience analysis to identify opportunities for improvement that would lead to enhanced
financial performance.
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