there are three big benefits: increased productivity, reduced call volume and, perhaps most importantly, higher customer satisfaction scores. And who doesn’t want that?

Companies are graded in five categories: customer satisfaction, innovation, social responsibility, employee engagement and development, and financial strength. The statistical model that produces ...

Providers who understand their customers’ expectations and experiences are better positioned to target needs and implement initiatives that will increase overall customer satisfaction, efficiency, ...

Utilities that understand their customers’ attitudes, behaviors, and preferences are better able to target performance improvement initiatives that increase overall customer satisfaction. A study ...