Since 2007, CFI Group has conducted an extensive study of customer satisfaction contact centers using the proven technology powered by our patented customization of the American Customer Satisfaction Index (ACSI). All survey panel respondents had contact with customer service within the previous 30 days. This report analyzes the aggregate set of respondents across the mix of industries measured.

The purpose of this study is to provide managers with a better understanding of how to measure and manage the whole customer service journey experience: pre-contact, contact, and post-contact.

Contact centers play a vital role in supporting and delivering a products and services offered by a company. CFI Group focuses its contact center study on six primary industries:

• Bank/Credit Union
Cable or Satellite TVCell Phone ServiceInsurance – Property and CasualtyInsurance – HealthRetail

Within this select group, the range of functions the contact center must perform is far-reaching. Centers must provide technical support, give policy information, handle complaints, and potentially play countless other roles.

This year’s CCSI study continues the exploration of how well contact centers are delivering services and resolving their issues. It examines trends and offers recommendations to improve satisfaction with the contact center experience.

Download the full report for more insight.