Cellular Telephones762.7%
Computer Software76-1.3%
Fixed-Line Telephone Service745.7%
Internet Service Providers65NA
Subscription Television Service683.0%
Wireless Telephone Service722.9%

Airlines	67	3.1%
Ambulatory Care	82	1.2%
Apparel	79	-1.3%
Athletic Shoes	80	-1.2%
Automobiles & Light Vehicles	84	1.2%
Banks	77	2.7%
Breweries	81	-1.2%
Cellular Telephones	76	2.7%
Computer Software	76	-1.3%
Consumer Shipping	82	-2.4%
Cooperative Utilities	83	2.5%
Credit Unions	82	-5.7%
Department & Discount Stores	77	1.3%
Federal Government	68.4	2.2%
Fixed-Line Telephone Service	74	5.7%
Food Manufacturing	83	2.5%
Full-Service Restaurants	80	-2.4%

Gasoline Stations	73	-1.4%
Health & Personal Care Stores	77	1.3%
Health Insurance	72	0.0%
Hospitals	78	2.6%
Hotels	77	0.0%
Internet Brokerage	78	2.6%
Internet Portal & Search Engines	79	-1.3%
Internet News & Information	73	0.0%
Internet Retail	82	1.2%
Internet Service Providers	65	NA
Internet Social Media	69	-1.4%
Internet Travel	76	-2.6%
Investor-Owned Utilities	77	1.3%
Life Insurance	81	1.3%
Limited-Service Restaurants	80	1.3%
Local Government	69.1	3.0%
Major Appliances	81	0.0%

Municipal Utilities	76	0.0%
Personal Care & Cleaning Products	83	0.0%
Personal Computers	80	2.6%
Property & Casualty Insurance	78	-6.0%
Soft Drinks	84	-1.2%
Specialty Retail Stores	78	-1.3%
Subscription Television Service	68	3.0%
Supermarkets	77	1.3%
Televisions & Video Players/Recorders	86	1.2%
U.S. Postal Service	75	1.4%
Wireless Telephone Service	72	2.9%

CCSI Campaign - I'm not sure we want this here.

Contact Center Satisfaction Index 2012

How does my call center stack up and what are the latest trends? Find out in the Contact Center Satisfaction Index 2012 (CCSI) report. This year’s report on the state of the industry reviews trends and uncovers new insights:

Overall satisfaction scores continue a five year upward trend.
Social media’s primary role in the contact center is customer “damage control."
Servicing via social media boosts customer satisfaction by 15-20%.
Non-call contacts for customer service now exceed 30%.

Access the Data

Do you want more than the highlights we’ve pulled together? Receive full access to our data to get complete industry views, and slice-and-dice to meet your needs.


Cost: $495	Cost: FREE

2012 marks an important change to the annual CCSI study. Since its initial fielding, the proportion of non-call interactions reported by our respondents reached 30%. To reflect this shift, we are renaming the Index from “Call” to “Contact” Center Satisfaction Index.

CFI Group

CCSI Campaign - I'm not sure we want this here.

Contact Center Satisfaction Index 2012

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