The Contact Center Satisfaction Index (CCSI) fell by four points to 68 on a 0-100-point scale in 2015, marking the lowest score in the nine years that CFI Group has been conducting this study. This decreased satisfaction with contact centers is a sustained concern for businesses with tangible implications. This report examines some of the primary factors contributing to this decline.
The most recent CCSI data provide reinforcement that satisfaction with contact centers—more so than ever—is driven by an organization’s ability to quickly and effectively solve customer issues. In an on-demand world where answers to many types of questions and problems are but a few taps away on their smartphones, customers simply do not have patience to wrestle with companies to resolve issues.
center Download Press Release PDF icon-download left CFI Group’s 2019 year-end Credit Union Satisfaction Index (CUSI) is 83, as measured on a 0-100 scale, down three […]
- March 4, 2020
center Download Press Release https://cdncom.cfigroup.com/wp-content/uploads/CFI_Radial_December2019-PressRelease.pdf icon-download left description A new retail report by CFI Group and Radial shows that 38% of customers generally avoid participating in […]
- December 3, 2019
center Download Press Release https://cdncom.cfigroup.com/wp-content/uploads/CFI_Radial_August2019-PressRelease.pdf icon-download left description A new retail report based on a survey conducted by CFI Group and Radial shows that today’s shoppers […]
- August 23, 2019
center Download Press Release https://cdncom.cfigroup.com/wp-content/uploads/CFI_Radial_November2018-PressRelease.pdf icon-download left description The Retail Report for November shows that shoppers want to buy from an online retailer they believe has […]
- May 15, 2019