• Apparel78-1.3%
  • Athletic Shoes80-1.2%
  • Breweries79-2.5%
  • Personal Care & Cleaning Products82-1.2%
  • Soft Drinks82-2.4%
 
 
Airlines69 0.0%
Ambulatory Care79-3.7%
Apparel78-1.3%
Athletic Shoes80-1.2%
Automobiles & Light Vehicles82-1.2%
Banks78+1.3%
Breweries79-2.5%
Cellular Telephones782.6%
Computer Software76 0.0%
Consumer Shipping81-3.6%
Cooperative Utilities81-2.4%
Credit Unions853.7%
Department & Discount Stores77 0.0%
Federal Government66.1-3.4%
Fixed-Line Telephone Service73-1.4%
Food Manufacturing82+1.2%
Full-Service Restaurants82+1.2%
Gasoline Service Stations752.7%
Health & Personal Care Stores792.6%
Health Insurance73+1.4%
Hospitals76-2.6%
Hotels75-2.6%
Internet Brokerage802.6%
Internet Portal & Search Engines80+5.3%
Internet News & Opinion74+1.4%
Internet Retail78-4.9%
Internet Service Providers63-3.1%
Internet Social Media71+4.4%
Internet Travel771.3%
Investor-Owned Utilities75-2.6%
Life Insurance832.5%
Limited-Service Restaurants80 0.0%
Local Government70.4+1.9%
Household Appliances80 0.0%
Municipal Utilities76 0.0%
Personal Care & Cleaning Products82-1.2%
Personal Computers78-1.3%
Property & Casualty Insurance81+3.8%
Soft Drinks82-2.4%
Specialty Retail Stores802.6%
Subscription Television Service65-4.4%
Supermarkets781.3%
Telephone service72 0.0%
Televisions & Video Players86+1.2%
U.S. Postal Service72-6.5%
Wireless Telephone Service72 0.0%

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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.