Contact Center Solutions

Benchmarking Customer Satisfaction Research Program

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Pinpoint how to improve your customers’ customer service experience

Customer service organizations need to clearly identify which actions they can take to maximize the customer experience without breaking their budget or wasting time. Unfortunately, most research initiatives yield only general insights that cannot help the organization truly prioritize their activities and ultimately fail to offer critical insights or drive improvement.

The Solution

The J.D. Power Benchmarking Customer Satisfaction Research ProgramSM provides comprehensive measurement of customer satisfaction and operational performance with an organization’s phone, interactive voice response (IVR), and Web self-service channels, as applicable. Through proprietary scoring and analytics, our research professionals deliver the critical insights necessary to improve the customer experience most dramatically, as well as help your organization prepare for J.D. Power certification, if desired.

Program deliverables include:

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Customer Service Benchmarking Toolkit

A complete suite of self-assessment tools and cross-industry benchmarks updated annually to help you drive customer satisfaction excellence. Learn More About our Customer Service Benchmarking Toolkit here

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Professional Survey Process Administration

With leadership from our expert research operations management team, a sampling of your customers will receive surveys that measure satisfaction with your organization’s phone, IVR, and Web self-service channels.

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Expert Reporting, Analysis, and Recommendations

A comprehensive report and readout by J.D. Power experts, comparing your customer satisfaction and operational performance to high-performers across industries, with insights and specific recommendations on what practices to implement in order to improve most significantly

The Benefits

Clients that invest in the J.D. Power Benchmarking Customer Satisfaction Research Program will receive actionable, reliable insights identifying how their customer service operations compare to high-performers, and how they perform on the factors of satisfaction that matter most to customers. For high-performers, this data can be shared with executive management to demonstrate that your operation is truly excellent and meets the highest standards. Regardless of performance, clients will know what operational activities to prioritize in order to close gaps and improve relative performance which will help prevent the operation from wasting time and money on activities that won’t most profoundly impact the customer experience.