ShepHyken

MAY 16, 2022

Customers are complaining that service is worse than ever. The ACSI (American Customer Satisfaction Index) is at a low. Many companies are struggling to deliver customer service with fewer employees. Power 2022 North America Airline Satisfaction Study. Follow on Twitter: @Hyken.

Customer Service 65

Customer Service Net Promoter Score Airlines Customer Journeys 65

ShepHyken

SEPTEMBER 14, 2022

The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). However, customer service trends seem to be heading in the wrong direction. The post Bad Customer Service Isn’t the Problem.

Culture 107

Culture Customer Service Poor Customer Service Leadership 107

Stella Connect

NOVEMBER 29, 2021

More likely than not, it was a frustrating, time-consuming experience and not in line with today’s customer expectations. Nearly one in four—23% of US and 21% of UK—consumers say they would NOT be willing to reach out to a brand again if their customer service issue isn’t resolved on the first attempt. .

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84