Customer Experience Ratings By Channel [CHART]


Executives working at companies involved in e-commerce or e-business are more likely to say that the quality of their company’s customer experience is good in physical stores than online, per a [download page] study released in June 2012 by Econsultancy in association with Tealeaf. 53% of respondents rated the quality of customer experience in stores as good, compared to 36% who ascribed that level of quality to their online channel. Just 18% thought the same about mobile, though that is double the percentage from last year.

Meanwhile, 49% of respondents rated call centers as good for their quality of customer experience. According to a Maritz study also released in June, roughly one-quarter of 18-44-year-olds say that calling a company is their preferred contact method, rising to about one-third of those older than 45. Read the rest at MarketingCharts.