Providing a Unique Perspective on the Customer Experience

As a global leader in Relationship Management, Convergys research is dedicated to improving the delivery of a superior customer experience. By uncovering the factors that influence the customer experience - both positively and negatively - our research drives greater insights in how to efficiently and effectively improve customer service and deliver a customer experience that is truly important to and desired by customers.

New Primary Research

In late 2008, Convergys conducted substantial primary research to more fully examine the key drivers of customer experience from the customer, employee, and company perspectives. Conducted by Convergys' Global Consulting Services group, the Convergys Scorecard Series encompassed surveys of:

• more than 3,000 large-company customers in the U.S., U.K. and Canada
• more than 2,000 employees of large companies
• more than 125 senior executives
• 10 industries, including Financial Services, Telecom, and Technology

The research looked at the customer experience as a three-legged stool; one that evaluates and compares the viewpoint of the customer to those of the employees delivering the experience, and executives designing the experience.

Customers provided specific details about recent experiences, and employees about both their individual experience as a member of the company, and about the customer experience they provide as an extension of their employer. Finally, executives defined and evaluated how well their companies are defining, and delivering on the experience customer's desire and demand.

Key Findings:

• Customer Service is the New Differentiator
• Attrition is the New Customer Feedback
• More Customers Like Multi-Channel Care
• Satisfaction Doesn't Necessarily Mean Loyalty
• Loyalty Does Not Mean Customers Forgive a Bad Experience

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