Centro de Documentacion de Fundación MAPFRE - Rating customer service experiences, 2010 : consumers evaluate customer service at 92 companies

MAP20100005293

Rating customer service experiences, 2010 : consumers evaluate customer service at 92 companies / by Bruce D. Temkin with William Chu and Shelby Catino. — Cambridge : Forrester Research, 2010

(For customer experience professionals)

Sumario: Forrester asked more than 4,600 US consumers about their customer service experiences with companies across 14 industries. Barnes & Noble and Kohls received the highest rating, while Charter Communications fell to the bottom. Kaiser, on the other hand, far outpaced other health plans. When we looked at responses by generation, we found that Seniors were the most likely to give good marks for customer service. Companies need to start viewing customer service as an underperforming asset

1. Servicio al cliente . 2. Evaluación de resultados . 3. Métodos de medición . 4. Ratios . 5. Grupos de interés . 6. Investigación de mercados . I. Chu, William . II. Catino, Shelby . III. Forrester . IV. For Customer experience professionals . V. Título.