Here is an excellent study done by eGain called "The State of Customer Service In North America that outlines how Service is doing in the United States broken out by industry. You can download the study here.Here are some key findings:
- Self Service Performance across industries was below average.
- Although Phones remain to be the most popular support channel, the overall score was one of the lowest in the study (1.9 out of 4).
- The Study Concluded that the overall rating on providing a MultiChannel Experience was below average, but what is further interesting is that the article concludes that MultiChannel Customers spend 20 - 30% more than single channel customers.
- Industry scores were best in the Consumer Electronics Sector with a 4.9 out of 10.0 score, and Communications came in at about 4.5.
Probably one of the more interesting things in this study is that Customer Service was below average in all industries. In addition, the multichannel scores shed some light on whether they are providing value to customers. Despite the fact that Customers who utilize multiple channels spend more money, the survey indicates that their service experience is still below average. It looks like the U.S Service Industry still has more to improve upon.
customer service 2.0 web 2.0 service delivery and support it 2.0