Aspect Index
 Aspect Index
AboutMethodContactNorth America
Aspect Index
Aspect Index


KEY FINDINGS
Forty percent of consumers who had to repeat information after being transferred say they will do less business with the company
Consumers place the highest value on agent Empathy and Advocacy criteria
Consumers on average are willing to wait up to for 4.5 minutes to reach an agent.
Eighty three percent of consumers say that their telephone or online interactions are the same or better than typical face-to-face interactions
Consumers who have exceptional experiences are 33 percent more likely to conduct future business with a company.


What is the Aspect Index?
The Aspect Index was first established in 2005 by Aspect Software Inc. in North America to provide an indicator, in the form of a letter grade, which quantifies consumer satisfaction with the quality of their telephone and internet-based interactions with companies and their representatives. The Index is a dynamic model for customer satisfaction that adjusts over time to reflect changes and trends in contact center performance, relative use of various communications channels and the changes in the importance that consumers place on various aspects of service.

Specifically, the Aspect Index Europe measures gaps between consumer expectations and the level of satisfaction they receive for 26 separate elements of their experience based upon their most recent interaction with a contact center. The interaction areas covered in the Index include person-to-person communications (consumer and agent), person-to-automation and internet-based interactions (email and chat).

The Aspect Index Europe is based upon the responses to a survey conducted by independent research firm Leo J. Shapiro & Associates LLC. The Aspect Index and Aspect Index Europe are the only measures of experience versus expectation related to contact center interactions in North America and in many of the markets surveyed across Europe.






Aspect Software
Aspect Software commissioned the Aspect Index to provide customer-focused companies with a resource containing valuable insight on consumer expectations and desires. Learn more about Aspect Software



The Aspect Index was conducted by an independent research firm, Leo J. Shapiro & Associates, LLC. Shapiro has created a variety of indexes that measure consumer behaviors and attitudes, including retail customer service satisfaction, significant consumer trends, grocery store shopping, and others. Learn more about Leo J. Shapiro.