Customer Service Performance Improvement

Customer Satisfaction Digital Channels Research Program

Customer Satisfaction Digital Channels Research Program Hero
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Chart a course with multi-channel benchmarking

Customer service organizations need to clearly identify which actions they can take to maximize the customer experience without breaking their budget or wasting time. Unfortunately, most research initiatives yield only general insights that cannot help the organization truly prioritize their activities, and they ultimately fail to offer the best insights and drive the greatest improvement. For customer care and sales organizations using chat, email, or social media channels, conducting customer experience research is not enough, as the true magnitude of performance gaps can only be uncovered when compared to verified high performers. Knowing where an organization stands relative to the high performers enables it to zero-in on performance gaps never understood before.

Benchmarking Customer Satisfaction Research Program for Digital Channels

The J.D. Power Benchmarking Customer Satisfaction Research Program for Assisted Digital Channels provides a comprehensive measurement of customer satisfaction and operational performance with an organization’s chat, email, or social media servicing channels. Through proprietary scoring and analytics, our research professionals deliver the critical insights necessary to improve your customers’ experiences, as well as help your organization prepare for the J.D. Power Certified Customer Service Program if desired. Clients will receive feedback about each customer service location and whether their current performance qualifies them for the prestigious Certified Customer Service Program distinction

Customer Service Digital Channels Benchmarking Toolkit

A complete suite of self-assessment tools and cross-industry benchmarks updated annually to help you drive customer satisfaction excellence. The suite includes a diagnostic customer survey, weighted drivers of satisfaction, key metric comparisons and invitation to an exclusive J.D. Power client event. 

Professional Survey Process Administration

With leadership from our expert research operations management team, a sampling of your customers will receive surveys that measure satisfaction with your organization’s chat, email, and social media servicing channels. 

Expert Reporting, Analysis, and Recommendations

A comprehensive report and readout by J.D. Power experts, comparing your customer experience and operational performance to verified highest performers across industries, with insights and specific recommendations on which practices are most likely to result in significant improvements.

The Benefits

Cost Savings: Regardless of performance, clients will learn which operational activities to prioritize to close gaps and improve relative performance, which can help prevent wasting time and money on activities that won’t most profoundly impact the customer experience

Customer Experience Improvement: Leverage the resources that only a globally respected authority in customer satisfaction can bring to bear, helping your organization understand how to improve performance or become a recognized leader in the customer experience

Apply 100% of Your Investment to Certification: Every penny can be applied toward the certification program requirements should your performance qualify your organization for certification

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Contact us to learn more about J.D. Power Customer Service solutions!

You can download the product brochure here