2. The second most important was “getting my issue resolved in a single interaction”. (26% of responses)
1. Making multiple contacts for the same reason (47%)
2. Transferred from agent-to-agent (43%)
3. Poor communication skills (poor manners) (37%)
Social media impact was considered on the survey and some interesting results were obtained. The survey results indicated that 84% of those responding used search engines to try to resolve their customer service questions and more customers use the social media to give positive responses (52%) than to complain (35%). The impact of social media can be seen by the high percentage of customers who are now using social media to get assistance. These statistics suggest that companies should give significant attention to their web sites. Satisfaction can be driven from the web site as well as through making contact with an agent.