2012-09-18 06:57:23 - Customer Contact Experience Benchmarks - Banking Industry - a new market research report on companiesandmarkets.com

This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the banking industry across contact channels including: live agent phone, IVR, email, chat, and Web self-service. A Web-based survey methodology was used for this study: N=1527.Companies benchmarked in this study include but are not limited to: Bank of America, Capital One, Chase Bank, Citibank, HSBC, JPMC, PNC Bank, SunTrust Bank, TD Bank, and Wells Fargo. Within the industry, the most popular contact channels are phone/live agent and website self-service. E-mail and IVR have been used by significantly fewer customers, while website chat with a live agent seems is a niche channel.

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