Survey Calls for Customer Experience Overhaul

When Forrester Research asked nearly 5,000 consumers about their interactions with a variety of companies to gauge the usefulness, usability, and enjoyability of their experiences, wireless carriers kept coming up short. Consumer feedback indicated that wireless customers are largely displeased with their carriers across the board. The survey, however, also showed they are even unhappier with both their Internet and television service providers.

Forrester used the survey findings to calculate a Customer Experience Index (CxPi) for 112 firms spanning nine industries. With a CxPi of 66%, wireless carriers came in fifth in the industry rankings. Internet providers came in third to last on the list of nine with a CxPi of 62%, and TV service providers followed, beating out only medical insurance providers, at a CxPi of 60%.


Source:
http://www.communicationsdirectnews.com/do.php/100/28166