NEW YORK, Jan. 31, 2012 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:
Customer Contact Experience Benchmarks—Airline Industryhttp://www.reportlinker.com/p0765269/Customer-Contact-Experience-Benchmarks—Airline-Industry.html#utm_source=prnewswire&utm_medium=pr&utm_campaign=Airline
This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the airlines industry across many contact channels: live agent phone, IVR, email, chat, and Web self-service. A Web-based survey methodology was used for this study: N=567. Companies benchmarked in this study include but are not limited to: AirTran, Alaska, American, Continental, Delta, JetBlue, Southwest, United, and US Airways. Within the industry, the most popular contact channels are: website self-service and phone/live agent. E-mail is less popular, while phone/IVR and chat with live agent are niche channels.
Table of ContentsMulti-Channel Customer Contact Executive Summary 7
Live Agent Phone Interactions 19
Interactive Voice Response (IVR) Interactions 33
E-mail Interactions 36
Web Chat Interactions 38
Web Self-Service Interactions 40
Brand Profiles: Top Three Brands 46
The Frost & Sullivan Story 60
To order this report:Airline Industry: Customer Contact Experience Benchmarks—Airline IndustryMore
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