Industry Stats: How actively engaged are your customers?
Empowering contact center excellence for 30 years!

Industry Stats: How actively engaged are your customers?

Last week we polled our community and asked the following question: how actively involved do you consider your customers to be with your organization?

The choices:

  • Extremely Engaged
  • Moderately Engaged
  • Moderately Disengaged
  • Extremely Disengaged

The results?  43% of respondents felt that their customers were extremely engaged, 38% felt that their customers were moderately engaged, and 19% thought their customers were moderately disengaged.  No one thought their customers were extremely disengaged.

How do these results compare with recent ICMI research?

ICMI just closed a Customer Experience Management "Hot Buttons" research study this week.  550 contact center and customer service experts participated, and when asked the same question, the majority (63%) considered their customers to be moderately engaged with their company.

Want more insights and statistics on customer experience management?  Look for the complete research study to release next month, and stay tuned for a webinar on the topic later this month.

 



Topics: Customer Experience

Related

More from Erica Strother Marois

Comments

Leave a comment

Please sign in to leave a comment. If you don't have an account you can register for free here.

Forgot username or password?

   

QuickPoll

Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
More Polls