We just published a new NCSS cross-industry report, The Customer Frustration Index.
This report looks at over 8,000 customer interviews over an 18-month period, examining several mistakes companies frequently make in designing their customer service systems. There are three common things which we find consistently lead to poor customer service and higher operating costs:
- Trying to force customers to use self-service
- Not allowing repeat callers to start over where they left off
- Not allowing the customer to decide whether to talk to a person
The executive summary is available to download from our website.