CHAPEL HILL, N.C., July 1 /PRNewswire/ -- To effectively measure customer satisfaction, follow-up CSR phone surveys garnered the highest rating of 3.93 out of 5 among customer service and call center executives in a member-driven research study conducted by Best Practices, LLC's GLOBAL BENCHMARKING COUNCIL.
However, only 35 percent of companies use this assessment tool, with companies in the study's health care segment not using follow-up CSR phone surveys at all. Instead, companies in the health care segment value feedback forums and email/online surveys.
Download this complimentary research excerpt, "Using Performance Metrics and Voice of the Customer Data to Improve Customer Satisfaction in Call Centers," at http://www3.best-in-class.com/gr171.htm to view an example of research the GLOBAL BENCHMARKING COUNCIL can conduct for you on a burning issue at your organization.
Benchmarking studies are one way members of the GLOBAL BENCHMARKING COUNCIL use this innovative research, benchmarking and networking service. The comprehensive suite of research services not only helps them promote top-line revenue growth, cost reduction and innovative problem-solving in the organization, but also supports their personal thought leadership and status as an information broker.
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|SOURCE Best Practices, LLC|
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