Since 2011, Interaction Metrics has been benchmarking the national quality of customer service. We call this our Quality of Customer Interaction (QCI™) Score. As of September, 2013, the score is 54 out of 100; in other words, customer service gets a failing grade. As we’ve mentioned before, other indices point to a similarly bleak state […]
Tomorrow (Aug. 20th) I’ll be speaking at the Customer Service Experience Conference in NYC. Keith Dawson from Ovum and I will be discussing how to get high-insight, accurate feedback from customers. We’ll talk about customer satisfaction surveys, customer interviews, and a few other techniques. Attend and start improving the customer experience now! In the meantime, learn […]
Since 2011, Interaction Metrics has been benchmarking the national quality of customer service. We call this our Quality of Customer Interaction (QCI™) Score. As of June 21, 2013, the score is 52 out of 100; in other words, customer service gets a failing grade. Read about our methodology here. Other indices point to a similarly […]
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