• Cellular Telephones79+1.3%
  • Fixed-Line Telephone Service70+1.4%
  • Full-Service Restaurants81-1.2%
  • Internet Service Providers64+1.6%
  • Limited-Service Restaurants79+2.6%
  • Subscription Television Service65+3.2%
  • Wireless Telephone Service71+1.4%
Ambulatory Care77+1.3%
Athletic Shoes78-2.5%
Automobiles & Light Vehicles79-3.7%
Banks76 0.0%
Cellular Telephones79+1.3%
Computer Software74-2.6%
Consumer Shipping80-1.2%
Cooperative Utilities76-5.0%
Credit Unions81-4.7%
Department & Discount Stores74-3.9%
Federal Government63.9-0.8%
Fixed-Line Telephone Service70+1.4%
Food Manufacturing76-3.8%
Full-Service Restaurants81-1.2%
Gasoline Service Stations752.7%
Health & Personal Care Stores73-5.2%
Health Insurance69-1.4%
Internet Investment Services76-7.3%
Internet Search Engines & Information76-5.0%
Internet News & Opinion73-1.4%
Internet Retail80-2.4%
Internet Service Providers64+1.6%
Internet Social Media744.2%
Internet Travel Services791.3%
Investor-Owned Utilities72-2.7%
Life Insurance77-3.8%
Limited-Service Restaurants79+2.6%
Local Government64.0-2.7%
Household Appliances81+1.3%
Municipal Utilities68-6.8%
Personal Care & Cleaning Products77-6.1%
Personal Computers77-1.3%
Property & Casualty Insurance79 0.0%
Soft Drinks79-3.7%
Specialty Retail Stores77-2.5%
Subscription Television Service65+3.2%
Telephone service72 0.0%
Televisions & Video Players82-4.7%
U.S. Postal Service73+5.8%
Wireless Telephone Service71+1.4%

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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.