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95 Percent of Companies Value High Quality Customer Experience: COPC/SOCAP

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95 Percent of Companies Value High Quality Customer Experience: COPC/SOCAP

April 20, 2009
By Brendan B. Read
Senior Contributing Editor
A first ever multi-industry benchmarking on customer care report byCustomer Operations Performance Center Inc. (COPC (News - Alert)) and the Society of Consumer Affairs Professionals International (SOCAP) reveals most companies ‘get it’: that they need and do deliver high quality customer service.

The findings reveal detailed customer satisfaction data for the household/personal care, food/beverage, retail/consumer goods, pharmaceutical/ medical devices and travel/hospitality industries.
Participants in the benchmarking survey include a range of more than 40 companies across five verticals with combined annual revenue of over $170 billion. They cover 10 key customer satisfaction and operational categories such as complaint management, quality monitoring and operational metrics. Key findings reveal:
*          98 percent provide customer service and/or post sales support
*          80 percent-plus utilize more than one support type
*          95 percent have a quality monitoring process
*          21 percent don’t measure customer satisfaction
*          24 percent measuring customer satisfaction do not consistently achieve defined performance targets
*          65 percent have an external customer service contact center
*          89 percent do not utilize offshore support sites
*          33 percent use “temporary” agents to reflect the degree of seasonality in their business
COPC will be revealing the results of the customer care benchmarking study this week during the annual SOCAP Symposium in Chicago, Illinois. Each of the survey participants will also receive a detailed benchmarking report.
Since 2005, COPC Inc. and SOCAP have conducted similar annual customer care benchmarking studies of the automotive industry. As a result of the previous successful surveys, the organizations expanded the effort into this multi-industry benchmarking initiative.
“These survey results show that even during a down economy, companies are still finding value in monitoring quality and supporting the customer experience,” says Matthew D’Uva, president of SOCAP. “The investments that companies are making to support their customers underscore the value of customer care professionals to businesses.” 
 “We are excited to finally present our comprehensive customer service survey results to SOCAP members and others in the industry, “says Cliff Moore, COPC chairman and co-founder. “We will supplement the SOCAP member findings with global benchmark findings and best practices from our 1,200+ audits in 50 countries.  This project is a first of its kind, and should provide a more accurate picture of the contact center industry and the practices being conducted today.” 

Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Stefania Viscusi
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