Non-voice research findings

Non-voice research findings

numero recently commissioned research into the customer service performance of eighty leading businesses in the retail, leisure, financial services, entertainment, healthcare, logistics, travel and utilities sectors. Click here to see how we blind tested and rated their performance using a balance scorecard methodology.

The full findings are detailed within numero’s research summary report, published at the CCA Customer Contact Convention. Some of the highlights of the results are shown below:

Just 4 out 10 companies reply to email enquiries on the day of enquiry

Email response time pie Non voice research findings

Speed of response to email enquiries varies greatly by sector

Email speed of response bar chart Non voice research findings

Over 50% of companies rely on static FAQs for customer online self help

FAQ pie Non voice research findings

Quality of online self help facilities vary greatly by sector

Online self help bar chart Non voice research findings

A limited number of copies of the report on the non-voice channel will be available free-of-charge to qualifyingResearch report cover Non voice research findings professionals, exclusively from numero. To request a free copy, simply complete the feedback form opposite stating the subject of: PREVIEW in the Question box.  Alternatively, catch up with numero at the CCA Conference and collect your copy at the event.

Should you wish to speak to anyone at numero about this research or its sister report for customer service performance via the voice channel, then please complete a contact form.

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