Dépêches

Research and Markets: Customer Contact Experience Benchmarks Airline Industry

Dépèche transmise le 2 février 2012 par Business Wire

DUBLIN--(BUSINESS WIRE)--Research and Markets(http://www.researchandmarkets.com/research/418dea/customer_contact_e) has announced the addition of Frost & Sullivan's new report "Customer Contact Experience Benchmarks Airline Industry" to their offering.

This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the airlines industry across many contact channels: live agent phone, IVR, email, chat, and Web self-service. A Web-based survey methodology was used for this study: N=567. Companies benchmarked in this study include but are not limited to: AirTran, Alaska, American, Continental, Delta, JetBlue, Southwest, United, and US Airways. Within the industry, the most popular contact channels are: website self-service and phone/live agent. E-mail is less popular, while phone/IVR and chat with live agent are niche channels.

Use of Specific Channels

Within the airline industry, the most popular contact channels are as follows:

Website self-service (used by over half of those who contacted an airline within the past four weeks)
Telephone live agent
E-mail
Telephone-IVR and website
Chat with live agent

Key Topics Covered:

Research Objectives, Method Details, and Demographics

Multi-Channel Customer Contact Executive Summary

Live Agent Phone Interactions

Interactive Voice Response (IVR) Interactions

E-mail Interactions

Web Chat Interactions

Web Self-Service Interactions

Brand Profiles: Top Three Brands

The Frost & Sullivan Story

For more information visit http://www.researchandmarkets.com/research/418dea/customer_contact_e