| Characteristic | Ease of resolution (customer effort) | Agent knowledge | Ease of contact (choice/ accessibility) | Time taken to resolve queries | Organizational policies | Same issues occur repeatedly/ feedback goes unanswered | Digital channel/ function doesn't work | Preferred channel not available | Can't trust services will be delivered | Other | Difficult to speak with a human |
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Source
More information
Region
Worldwide
Survey time period
April 15 to July 15, 2018
Number of respondents
1,110 respondents
Method of interview
Questionnaire
Supplementary notes
The source does not specify the age of respondents or the release date. The date of access was taken as the date of publication.
Three answers were possible.
To retrieve the data, click on CX transformation and select the 1.9 question, apply Sector as a filter and press View each sector as a separate chart.
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