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Customer Care Alliance research studies
– – – Key Findings From the 2005 Customer Rage Study The 2005 National Customer Rage Study provides new insights into the incidence, causes, and consequences of customer rage. The 2005 study is the third annual Customer Rage Study, and was conducted by Customer Care Alliance in collaboration with the Center for Services Leadership at Arizona State University’s W.P. Carey School of Business. This report presents both the overall cross-industry results of the study, as well as highlights of some key industry-specific results. For further information about this study or to inquire about full industry-specific reports, please contact Scott M. Broetzmann (scott@customercaremc.com or at 703.823.9531).
Key Findings From the 2004 Customer Rage Study Are you frustrated with the cable company? Do you find yourself angry in the supermarket express lane? Are you dealing with more irate customers yourself? Then you’re not alone, at least according to the first results of the 2004 National Customer Rage Study conducted by the Customer Care Alliance in collaboration with Arizona State University. Customer rage has become more prevalent over time, contend study researchers Dr. Mary Jo Bitner, academic director of the Center for Services Leadership, and Marc Grainer, chairman of Customer Care Measurement and Consulting. The study findings, which were presented during the annual Center for Services Leadership Symposium in early November, 2004 and also featured by the Wall Street Journal that same week, are the result of extensive multi-industry research and customer surveys. This report
presents findings from the cross-industry results of the study.
Industry-specific reports are available. Please contact Scott
M. Broetzmann (scott@customercaremc.com or
at 703.823.9531).
Key Findings From the 2003 Customer Rage Study In 1976, the White House sponsored a study that found effective complaint handling practices produced high ROI. This research led corporate America to invest billions of dollars in upgraded consumer affairs departments (call centers, increased remedies, CRM, satisfaction measurement, etc.). A survey fielded by CCA in 2003 replicated much of this earlier White House study. The findings produced both good and bad news. The good news is that effective customer complaint handling is associated with high levels of brand loyalty and profitability. This supports the conclusion of the White House study. The bad news, however, is that customer complaint handling can be a double-edged sword. Ineffective policies lead to decreased levels of brand loyalty and negative ROI. Unfortunately, the 2003 study finds that most complaint handling practices are ineffective and contributing to a new consumer behavior known as ‘customer rage’. In addition, the level of customer problems is higher and complainant satisfaction is lower than in the mid 1970’s when consumer affairs departments were generally corporate backwaters. This report presents findings from the cross-industry results of the study. Industry-specific reports are available. Please contact Scott M. Broetzmann (scott@customercaremc.com or at 703.823.9531).
Channel Surfing—Customer Care and the Multichannel Imperative One of the biggest and most costly challenges of operating a customer care contact center is providing service across multiple channels (telephone, on line, correspondence, etc.). Most empirical studies about this ‘multichannel imperative’—the need to provide excellent service across many channels—focus on forecasting customer willingness to use new channels (e.g., percentage of customers willing to use call me button on website), counting the volume of customer contacts across channels or quantifying customer satisfaction with individual channels. Moreover, most of these ‘cross channel’ studies either provide crude comparisons across key customer care channels (i.e., telephone vs. web vs. correspondence) or detailed comparisons within a single channel (e.g., telephone with live agent vs. telephone with automated response, web form vs. chat room vs. call me button). Finally, few—if any—of these studies ask customers to rate their channel preferences or usage across a variety of real, every-day customer care events (pre-purchase questions vs. purchase events vs. post-purchase complaints.) A 2003 nationwide study conducted by CCA provides a more sophisticated understanding of the multichannel imperative. Using the results of this nationwide study – based on more than 1,000 consumer interviews – readers will better understand the challenges of meeting the multichannel imperative. This report presents findings from the cross-industry results of the study. Industry-specific reports are available. Please contact Scott M. Broetzmann (scott@customercaremc.com or at 703.823.9531).
2005 Update to the National Do Not Call Study In 2004, Customer Care Alliance conducted a nationwide study to explore consumer reaction to the National Do Not Call List. This 2005 update to that study focuses exclusively on identifying the percentage of registrants who believe they are receiving calls in violation of the Do Not Call law. This report presents findings from the overall study. Additional information and special reports from this study are available by contacting Scott M. Broetzmann (scott@customercaremc.com or at 703.823.9531).
Consumer Reaction to the National Do Not Call List - Selling in a Post Telemarketing Age The National Do Not Call list was implemented in late 2003 to limit telemarketing calls nationwide. While there were many studies done prior to launching the Do Not Call list to advocate for its creation, very little research has been done post- implementation to quantify the impact of the list on consumers. Even less is known about the impact telemarketing may have had on consumer views on selling and advertising via This 2004 nationwide study explores consumer reaction to the National Do Not Call list and profiles consumer opinions about telemarketing vs. selling through mass media, the web, retail outlets, and customer call centers. This report presents findings from the overall study. Additional information and special reports from this study are available by contacting Scott M. Broetzmann (scott@customercaremc.com or at 703.823.9531). |