In this section, you will find:

• Charts displaying key findings for the U.S. and U.K. markets
• Industry snapshots for 9 key industries, with multiple charts that can be compared to the 2009 findings for trending

Convergys 2010 Scorecard Series Key Findings:

• The recessionary customer is more focused on value than price
• The recessionary customer expects first contact resolution when calling a service center
• Consumers are more likely now than before the recession to report bad experiences, and to expect resolution for those experiences
• Baby Boomers, Gen Xers, and Millennials have increasingly different service expectations and communication channel preferences
• The definition of “loyalty” has changed, and it does not necessarily include forgiveness
• Each industry has a core group of “super loyalists” who demonstrate financially meaningful behaviors

Each quarter, Convergys shares key findings from the Scorecard Series research in a multimedia eNewsletter. Please explore these 2010 communications and sign up to receive additional eNewsletters in the series.

• The New Recessionary Consumer
• The Deepening Demographic Divide
• Executive Perspectives on Customer Experience
• Employee Perspectives on Customer Experience
• Understanding Loyalty
• Cultivating Super Loyalty

Read highlights from the U.S.-based Scorecard Series surveys