Aspect Index
 Aspect Index
AboutMethodContactEurope
Aspect Index
Aspect Index


KEY FINDINGS
Consumers who have an exceptional experience are 33 percent as likely to do more business
Consumers place the highest value on agent Empathy and Advocacy
Consumers who reach an automated system say they will do less business with the company
21% of all interactions were conducted online, including emails and web-based chats
97% of consumers who had a exceptional experience say that service meets or exceeds their expectations


What is the Aspect Index?
The Aspect Index was established in 2005 by Aspect Software Inc. 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 measures gaps between consumer expectations and the level of satisfaction they receive for 27 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 is based upon the responses to a survey conducted by independent research firm Leo J. Shapiro & Associates LLC. The Aspect Index is the only measure of experience versus expectation related to contact center interactions in North America.






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. 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.