The Aspect Contact Center Satisfaction Index, established in 2005 by Aspect Software, provides 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.

Contact centers in North America are still not meeting customer expectations; however, the 2007 Aspect Contact Center Satisfaction Index shows a slightly upward trend, with an overall satisfaction grade of 72.4 percent, 2.8 percent higher than the previous 2005 Aspect Index. The rise is likely the result of an increased consumer satisfaction with email and Web chat, which are generally being used for simple transactions and inquiries, and a modest improvement in contact center performance relating to these online contact methods.

The 2007 Aspect Index also examines some new data that focuses very specifically on the consumers experience with automated systems – an area that was identified in 2005 as consistently failing to meet consumers expectations. The 2007 Aspect Index shows that consumer's dissatisfaction with automated systems largely remained unchanged.

In addition, this year's Aspect Index includes feedback from 250 additional consumers who recently had an excellent contact center experience. The survey revealed that exceptional service yields commonalities:

• Quickly respond to inquiries or issues,
• Provide accurate and detailed product or service information
• Transfer knowledge to consumers so they are qualified to make informed decisions,
• Set expectations for what will transpire after the interaction.

The 2007 Aspect Index also helps contact centers understand how each interaction impacts the amount of business customers plan on doing with them in the future.

• Nearly 75 percent of consumers who have had a bad experience say they will do less business with a company
• One in six consumers is likely to switch companies based on their latest interaction
• 99 percent of consumers who had an exceptional experience say that contact center interactions are the same or better than face-to-face interactions.

Download a PDF of the Executive Report
This report provides a description of key findings, and includes an analysis on how the exceptional experience differed from the average consumer experience, as well as how positive and negative experiences can impact a company's bottom line.

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. Leo J. Shapiro & Associates 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.