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InternetNews May 24, 2010 |
Microsoft Scores Good Will With Windows 7 Prominent measure of customer satisfaction finds that Microsoft's stock is rising in the public eye following the generally well received release of Windows 7.  |
CRM April 2014 Leonard Klie |
Contact Center Satisfaction Dropped 10 Percent in 2013 Companies can rebound by providing more multichannel customer service options.  |
CRM January 25, 2013 Leonard Klie |
Consumers Are Happier with Contact Centers Call Center Satisfaction Index finds Web self-service and email dominate the non-phone mix of contact channels, but social media is playing a critical role.  |
CRM February 7, 2011 |
Less Automation Needed to Elevate Satisfaction with the Wireless Customer Experience Satisfaction is much lower among customers who go through automated response systems than live agents, new J.D. Power & Associates research finds.  |
Bank Systems & Technology February 17, 2009 Maria Bruno-Britz |
Consumers are Displeased with Finance Sector: U of Michigan ACSI Report Findings show consumers are less than happy with their banks when compared to last year.  |
Information Today July 31, 2008 |
ACSI's E-Government Satisfaction Index Shows Improvement Citizen satisfaction with federal government websites ended a losing streak by improving for the first time in a year.  |
InternetNews December 30, 2008 Christopher Saunders |
Amazon Hangs Tough in Satisfaction Stats Other major online retailers reported a decline in customer satisfaction. Could this mean more rough times ahead for the industry?  |
CRM November 2014 Leonard Klie |
Customer Satisfaction Plunges Again American Customer Satisfaction Index sees one of its biggest drops in 20 years.  |
InternetNews October 28, 2008 Kenneth Corbin |
Study: e-Gov Sites' Usability on the Rise Citizen's satisfaction continues to improve as government agencies gradually get with the digital program.  |
Insurance & Technology September 1, 2007 Nathan Conz |
Insurers Upgrade Call Center Technologies To Improve Customer Experience Insurers are changing their contact center philosophies and upgrading call center technology in an effort to improve customer satisfaction and boost customer retention.  |
InternetNews December 30, 2009 |
Amazon Tops in E-tail Customer Service ForeSee Results has ranked the largest online retailers' customer service and found that Amazon has pulled ahead of Netflix to take the lead.  |
PHONE+ June 19, 2009 Khali Henderson |
Optimum Business, Verizon Top J.D. Power Poll The study measures customer satisfaction with providers of telecommunications data services, such as cable modem, DSL, T1, T3/DS3, Ethernet and frame relay.  |
InternetNews October 27, 2009 |
Citizens Happier Than Ever With e-Gov Sites New survey highlights progress in government's march to the Internet.  |
InternetNews August 24, 2004 Michael Singer |
E-Business, PCs Really Satisfy: Report Apple's shine not limited to just the iPod... Google gets high marks in a new consumer satisfaction report...  |
The Motley Fool March 5, 2008 Selena Maranjian |
You Can Get Some Satisfaction Some companies are getting better at pleasing consumers.  |
Financial Advisor May 2012 |
Satisfaction A job satisfaction study by J.D. Power found that financial advisors' happiness with their work is most dependent on their firm's performance.  |
InternetNews August 19, 2008 Kenneth Corbin |
Study: Google Tops in e-Business Satisfaction Customer satisfaction with Web-content services are on the rise, while researchers claim portals are losing out to search engines.  |
CRM November 16, 2010 Lauren McKay |
Facebook Flounders in Customer Satisfaction For the first time ever, the American Customer Satisfaction Index E-Business Report included social media Web sites in its annual survey.  |
Home Theater June 4, 2007 |
Consumers to Cable: You Stink Cable and satellite television companies have scored the lowest of any sector of industry in the latest American Consumer Satisfaction Index.  |
CRM September 1, 2009 Christopher Musico |
Jetting to a Better Customer Experience The airline industry is looking for a flight plan to combat the headwind of low satisfaction scores.  |
Bank Technology News August 2008 Glen Fest |
First-Call Resolution Becomes Imperative BNY Mellon's Shareowner Services division is among a small number of call centers that have begun to take seriously the need to dive deep into the matter of first-call resolution.  |
Registered Rep. July 19, 2010 Jerry Gleeson |
Edward Jones, RBC top J.D. Power investor survey Overall investor satisfaction with the dozen companies in the study was markedly higher this year, although the survey also showed that investors increasingly believe that investment firms are more focused on profits than on customer satisfaction.  |
Registered Rep. July 22, 2009 |
Edward Jones, LPL, Schwab: Keeping Clients Happy FAs, you better be at the top of your game.  |
CRM March 1, 2008 Christopher Musico |
Re-shoring Contact Centers A rise in customer dissatisfaction with offshore contact centers has many companies looking to relocate closer to home.  |
InternetNews August 16, 2005 Susan Kuchinskas |
Yahoo, Google Tops in Satisfaction Study Users like what they find on Google and Yahoo and are increasingly pleased with AOL, a new study finds.  |
Food Processing January 2009 |
Food Companies Remain on Top of Customer Satisfaction Index With the recession just beginning, the University of Michigan's American Customer Satisfaction Index dipped only a slight 0.1 percent in the third quarter of last year, to a score of 75 on a scale of 100.  |
CRM September 2011 Leonard Klie |
Sprint Goes From Customer Satisfaction Laggard to Leader Merced system helps reverse performance in just two years  |
InternetNews June 1, 2005 Susan Kuchinskas |
Satisfied Online Shoppers Adding Up Study of customer satisfaction with top e-tailers finds winners, but the losers are still around.  |
InternetNews February 19, 2008 Kenneth Corbin |
Net Satisfaction on The Rise New research finds that the most satisfied customers are found on the Web.  |
BusinessWeek March 5, 2007 |
What It Takes To Be A Winner How the winners of Customer Service Champs were determined.  |
CRM December 2015 Leonard Klie |
Slumping Customer Satisfaction Takes a Toll on the Economy The sixth consecutive quarterly dip bodes poorly for retailers heading into the holidays  |
InternetNews January 11, 2006 Susan Kuchinskas |
Online Sales Up, Service Down Two reports highlight growing issues with customer service at Web shopping sites.  |
InternetNews June 1, 2007 Stuart J. Johnston |
Web Retail All About Customer Experience Survey shows price doesn't count as much as a good experience with online customers.  |
CRM November 1, 2006 |
The Pulse: Does Your Contact Center Measure Customer Satisfaction, Customer Loyalty, Neither, or Both? 0%: We only measure customer loyalty... 19%: We only measure customer satisfaction... etc.  |
Registered Rep. December 8, 2015 |
2015 Broker Report Card: Advisor Satisfaction For those advisors employed at national broker firms, overall satisfaction took a hit as markets remain uncertain.  |
InternetNews May 11, 2009 Michelle Megna |
Apple Slips in E-Commerce Satisfaction Despite the beating that the e-commerce industry is taking during the downturn, a handful of firms managed to stand out or improve their customer satisfaction.  |
Insurance & Technology November 15, 2006 Peggy Bresnick Kendler |
Making Successful Contact Industry experts answer questions about how contact centers fit into insurers' customer service and distribution strategies.  |
CRM October 2014 David Myron |
Are You Correctly Measuring Customer Satisfaction? Every once in a while, a bad customer service story goes viral, forcing CRM professionals to take a closer look at how they support customers.  |
InternetNews December 27, 2007 Sean Michael Kerner |
Amazon Records Best Year Ever Booming growth for Amazon, although apparently customers aren't quite as happy as they used to be.  |
InternetNews October 13, 2009 |
Apple iPhone Tops BlackBerry in Business: Study BlackBerrys may be the favorite of IT directors, but iPhone wins with consumers.  |
BusinessWeek February 21, 2008 Jena McGregor |
The 2008 Winners Overall, customer service has dipped, perhaps a victim of spending cutbacks. But there's good news, too  |
CRM July 1, 2005 David Myron |
How to...Assess Customer Satisfaction Levels by Going Beyond the Standard Satisfaction Survey Customers may not tell you when they're happy, but when they're unhappy, look out--you'll get an earful. Consider these tips for assessing customer satisfaction levels by going beyond the standard satisfaction survey.  |
CRM April 1, 2006 Colin Beasty |
Required Reading: Customer Satisfaction at Its Best In the book Satisfaction, authors Chris Denove and James Power IV explain how companies like JetBlue, Lexus, and UPS deliver consistently high customer satisfaction and translate that into profitable growth. Here's an interview with Denove about the book.  |
Home Theater October 12, 2009 Mark Fleischmann |
Customers Like TV Services Better Satisfaction scores are up for telco, satellite, and cable providers.  |
PHONE+ May 20, 2009 |
Telco Customers Not Satisfied Even the U.S. Postal Service ranked higher in customer satisfaction than the telecom industry, according to the American Customer Satisfaction Index.  |
InternetNews July 28, 2010 |
Citizens Cooling on U.S. e-Government: Survey Customer satisfaction with federal e-government efforts continues to slip, though the losses are incremental, and researchers note the variations by category.  |
CRM August 26, 2011 Rajaram & Manasa |
The Next Frontier in Call Center Analytics Investing in operations is not enough. Ideally, companies would invest unlimited funds into ensuring that each and every customer receives a personal, efficient call center experience.  |
Information Today April 29, 2010 Peggy Garvin |
Two New Reports Assess Use of Government Websites ForeSeeResults.com and the Pew Internet Report have collected information on internet users' search for government data.  |
The Motley Fool June 11, 2010 Rex Moore |
Airlines Turn the Corner Profits are down, but passenger satisfaction is up.  |
Insurance & Technology November 17, 2004 Peggy Bresnick Kendler |
Functional Evolution No longer just facilities that answer consumers' questions, today's contact centers leverage self-service and voice technologies to improve customer loyalty and retention, and even boost profits. Here is what four industry experts have to say about the evolution of the contact center.  |