Carlisle & Gallagher published research looking into consumers’ experiences, attitudes, and perceptions regarding banks’ customer service capabilities. Overall, an excellent study with solid data and sound conclusions.
The deck prepared by C&G is titled Are Two Calls Too Many in the Eyes of the Customer? reflecting the firm’s conclusion that first-call resolution is critical to customer satisfaction and loyalty.
My take: I don’t dispute the findings of the study, but I do think that some of the data may be misinterpreted.
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