Avaya Asia Pacific Customer Experience Index 2013|APAC Summary Page | 1 Table of Contents Introduction 1 SECTION 1: The Importance of Good Service 2 SECTION 2: The Multi-Channel Landscape 3 SECTION 3: Future Channel Usage 4 SECTION 4: Key Research Findings 5 SECTION 5: How do Organizations Respond? 5 About Fifth Quadrant 6 Introduction The Avaya Asia Pacific Customer Experience Index has become an established key measure of the contact center customer experience, valued by Avaya customers and service organizations across Asia Pacific. Based on its success, the Customer Experience Index has been expanded to provide a deeper and richer understanding of consumer attitudes, experiences and expectations with regards to the use of different customer service channels with an emphasis on new technology solutions. Now in its sixth year, the Avaya Asia Pacific Customer Experience Index reflects the full range of customer service channels now being demanded by APAC consumers. The Avaya Customer Experience Index is based on an extensive quantitative study of APAC consumers conducted via web-based and telephone surveys conducted in partnership with Fifth Quadrant. The study covers consumer use, experience and attitudes towards existing and future customer service channels. A total of n=2,445 consumers representing a wide distribution of demographic life stage and industry verticals were involved in the study. The purpose of this document is to provide a summary and overview of the key themes and take outs from the research results this year. For more detailed findings of the results including across country comparisons, please refer to the PowerPoint report “The Avaya Asia Pacific Customer Experience Index 2013”.
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Avaya Customer Experience Management Index 2013 Executive Summary
Will Asia-Pacific consumers pay more for better customer service? The answer may surprise you. Download this executive summary, which shows the findings from Avaya's 6th annual CEM Index and survey results, to learn more. And get the full whitepaper here: http://www3.avaya.com/APAC/cem/guide-webinar/cem-index.asp
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Avaya Asia Pacific Customer Experience Index 2013|APAC Summary
P a g e | 1
Table of Contents
Introduction 1
SECTION 1: The Importance of Good Service 2
SECTION 2: The Multi-Channel Landscape 3
SECTION 3: Future Channel Usage 4
SECTION 4: Key Research Findings 5
SECTION 5: How do Organizations Respond? 5
About Fifth Quadrant 6
Introduction
The Avaya Asia Pacific Customer Experience Index has become an established key measure of the
contact center customer experience, valued by Avaya customers and service organizations across Asia
Pacific. Based on its success, the Customer Experience Index has been expanded to provide a deeper
and richer understanding of consumer attitudes, experiences and expectations with regards to the use
of different customer service channels with an emphasis on new technology solutions.
Now in its sixth year, the Avaya Asia Pacific Customer Experience Index reflects the full range of
customer service channels now being demanded by APAC consumers. The Avaya Customer Experience
Index is based on an extensive quantitative study of APAC consumers conducted via web-based and
telephone surveys conducted in partnership with Fifth Quadrant. The study covers consumer use,
experience and attitudes towards existing and future customer service channels. A total of n=2,445
consumers representing a wide distribution of demographic life stage and industry verticals were
involved in the study.
The purpose of this document is to provide a summary and overview of the key themes and take outs
from the research results this year. For more detailed findings of the results including across country
comparisons, please refer to the PowerPoint report “The Avaya Asia Pacific Customer Experience