The number of people who contacted customer service over the phone declined 10 percent in the last two years and contact with customer service overall has dropped seven percent over the same period according to the latest findings from the 2017 Aspect Consumer Experience Index
To provide in-depth analysis of what is delighting or frustrating mobile banking customers, UserTesting published the "Banking Mobile Customer Experience Index
," a competitive benchmarking study comparing the mobile app customer experience of BofA, Chase, and Wells Fargo.
Last year, Gallup reported that Iran ranked third on its Negative Experience Index
, after Iraq and South Sudan.
The bank's Retail Experience Index
found that 73% of the 1,021 individuals who responded to the survey spent $500 or more on a single purchase within the last year.
Regarding the Guest Experience Index
(GEI), Colliers noted that Cairo scored 76 out of 100 in the GEI for November 2017, marking a six-point increase, while Alexandria scored 74, Sharm El-Sheikh scored 77, Hurghada scored 80, and Palm Jumeirah scored the highest GEI score of 91.
Huawei, a global ICT solutions provider, and GlobalData, a digital media company, have jointly released a new white paper entitled "The Future is Now for the Holistic Network Index - Network Experience Index
Customer Experience Index
, because companies haven't been making the vital emotional connections their customers want.
The Employee Experience Index
report, a survey of 22,000 workers in 43 countries, found the score for Ireland was 65% - 4% lower than the average.
The new ForeSee Experience Index
(FXI): 2017 Banking Report surveyed more than 4,000 US banking customers to examine factors that influence customer experience (CX) with national banks, regional banks, and credit unions.
Navy Federal has ranked the highest for credit unions in customer service polls, including Forrester's US Customer Experience Index
and the American Customer Satisfaction Index (ASCI).
To provide in-depth analysis into what is delighting or frustrating travelers, UserTesting, the most advanced on-demand customer insights platform, published the Airline Customer Experience Index
-- a competitive benchmarking study comparing the desktop web user experiences (UX) of the top 10 airlines in the United States: Alaska, American, Delta, Frontier, Hawaiian, JetBlue, Southwest, Spirit, United, and Virgin America, the company said.
The 2016 Aspect Consumer Experience Index
found that 65 percent of consumers feel good about both the company and themselves when they are able to answer a question or solve a problem without having to talk to a live person.