Description
This report helps to understand the relationship between why consumers may need to contact their carrier more than one time to resolve a single issue (“multi-contactors”) and what channels are being used to resolve their issue and the impact this on satisfaction with their wireless service satisfaction.
The analysis sampled 9,092 customers (“multi-contactors”) who contacted their carrier more than one time to resolve a single issue/problem/question through more than one customer service channel/mode – tracking the flow of the customer care journey through interactions with two of four possible customer service channels: retail store, website, phone, and other digital (a composite of email, social media, online chat via a carrier’s website, and a carrier’s mobile app).
Available Outputs: Full Report (PowerPoint) + Databook
For any questions regarding this report, please contact info@harrisx.com