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SELF-SERVICE

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BECOME A

Deliver an Epic Customer Experience

Meeting customer expectations is becoming a key differentiator. Traditional voice-only customer service can no longer keep customers engaged and happy.

Read on to see what our research suggests your business should be doing NOW.

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Poor Customer Experience is Killing Business

About Our Research

The 2017 Aspect Customer Experience (CX) Survey is a national study of 1,000 American consumers that investigates the attitudes, preferences and behaviors regarding customer touchpoints and engagement within the specific context of self-service, customized or personalized service and the hot topics of messaging, virtual assistants and chatbots.

54% of consumers stopped doing business with a company because of bad customer service in 2017

Compare to 2016 ►

From 2016 to 2017, the number of consumers who stopped doing business with a company because of bad customer service INCREASED 5 points.

Nearly 7 out of 10 of all consumers did more business with companies SPECIFICALLY because of good customer service.

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Self-Service

The Cornerstone of Great Customer Experiences

According to our CX Survey, how do you think more customers said they'd prefer to solve problems?

No... More customers would rather find their own solutions than talk to an agent.

Our survey results were clear:

"Your customers don't want to TALK to you."

Two out of every three consumers feel good about both the company they are doing business with, and themselves, when they can solve a problem without talking to an agent.

According to our CX Survey, how do you think more customers said they'd prefer to solve problems?

That's right! More customers would rather find their own solutions than talk to an agent.

Our survey results were clear:

"Your customers don't want to TALK to you."

Two out of every three consumers feel good about both the company they are doing business with, and themselves, when they can solve a problem without talking to an agent.
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Omni-Channel Self-Service

Digital Channels Power the Way

Utilization of agent-assisted customer service has decreased over the past two years.

No, the correct answer is TRUE.

According to our survey, over the past two years, agent-assisted customer service has declined by 10%.

Utilization of agent-assisted customer service has decreased over the past two years.

That's right! The correct answer is TRUE.

According to our survey, over the past two years, agent-assisted customer service has declined by 10%.

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Omni-Channel Self-Service

Digital Channels Power the Way

We asked consumers:

Based on the way you normally prefer to communicate, which method would you choose if you could only pick ONE way to interact with customer service?

Millennials show a decline in the need to interact through voice.

59% of consumers prefer customer service that doesn't involve talking.

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"Secret Shopper" Survey Says...

About Our Research

The Aspect Secret Shopper Survey findings reflect the aggregated results of inbound customer service capability assessments gathered from 1,000+ companies in North America and Europe. These assessments checked for the presence of 26 CX capabilities ranging from the traditional (e.g., basic IVR) to enhanced voice and call handling (e.g., voice recognition, wait-time information) to omni-channel (e.g., chat, SMS text).

Our Secret Shoppers found that the channels we use most in our everyday lives (SMS, mobile and chat) barely registered among the available customer contact options.

Most Common Offerings

Basic IVR

Email

FAQs

Least Common Options

Chat

Mobile Apps

SMS Text

Our Secret Shoppers found that the most commonly offered channels are those that are least preferred by consumers.

Most Common Offerings

Basic IVR

Email

FAQs

Secret Shoppers also found that the channels we use most in our everyday lives (SMS, mobile and chat) barely registered among the available customer contact options.

Least Common Options

Chat

Mobile Apps

SMS Text

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There's More! Keep Reading...

Download the full eBook, Become a CX Superhero, Deliver an Epic Customer Experience  to see more data and insights from our two different studies – the 2017 Aspect Customer Experience (CX) Survey and the 2018 Aspect Secret Shopper Survey. Learn what customers want, what companies are typically offering and where the opportunity lies to elevate your customers’ experience above your competition’s.

Set your company apart from your competitors by delivering an epic customer experience. Complete the form below to read the full eBook now!