Customer Contact Experience Benchmarks—Telecom, Cable, and Satellite Industry

• Publication date: December 2011

This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the telecommunication industry across many contact channels: live agent phone, IVR, email, chat, and Web self-service. A Web-based survey methodology was used for this study: N=1389. Companies benchmarked in this study include but are not limited to: AT&T, Comcast, Cox, DIRECTV, DISH Network, Q...

This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the telecommunication industry across many contact channels: live agent phone, IVR, email, chat, and Web self-service. A Web-based survey methodology was used for this study: N=1389. Companies benchmarked in this study include but are not limited to: AT&T, Comcast, Cox, DIRECTV, DISH Network, Qwest, Sprint Nextel, Time Warner Cable, T-Mobile, U.S. Cellular, and Verizon. Within the industry, the most popular contact channels are: phone/live agent and website self-service. Phone/IVR and e-mail were used by significantly fewer customers. Website/chat with live agent is a niche channel.

Aerospace And Defense Industry in the United States

Table of Contents

Research Objectives, Method Details, and Demographics 3
Multi-Channel Customer Contact Executive Summary Telecom, Cable, and Satellite Industry 8
Live Agent Phone Interactions—Telecom, Cable, and Satellite Industry 19
Interactive Voice Response (IVR) Interactions—Telecom, Cable, and Satellite Industry 25
E-mail Interactions—Telecom, Cable, and Satellite Industry 28
Web Chat Interactions—Telecom, Cable, and Satellite Industry 30
Web Self-Service Interactions—Telecom, Cable, and Satellite Industry 32
The Frost & Sullivan Story 38