Bruce Temkin just published a report called The Experiences That Satisfy Consumers, 2009 that examines consumer satisfaction with Web, phone, and in-person experiences. His analysis looked at more than 100 companies across 12 industries. Here’s an overview of the results:
Only hotels and investment firms cross over the 80% satisfaction mark in every channel, while health insurance plans and TV service providers don’t even make it to 70% in any channel.
The report also analyzed changes from last year, differences across generations of consumers, and satisfaction levels for individual companies. As Bruce with last year’s report, he’ll create separate posts to examine satisfaction with Web interactions, phone interactions, and in-person interactions.
The bottom line: Consumers aren’t as satisfied as they should/could be