ClickFox continually conducts industry research on customer experience trends to help today’s organizations stay ahead of the game. Our quarterly consumer market research spans topics from customer interaction preferences to top customer service frustrations to the impact of social media on customer experience.
A growing number of channels have emerged in recent years beyond traditional retail stores, snail mail and call centers. Consumers have a wide array of new quick, convenient ways to interact with companies for a variety of purposes. But what do consumers' want? ClickFox recently conducted an online survey to find out consumers' preferred method of interaction when completing various service tasks, across industries like telecom, financial services and utilities.
This report presents key findings and analysis of the survey results, presenting trends within and across industries and opportunities for capitalizing on customer needs and preferences.
Download the Customer Interactions Survey Results »
The Best Practices survey sought to discover which industries are doing the best job when it comes to customer service, which service channels provide the best experiences, the importance of an organization's customer service reputation in consumer buying decisions and the impact of issue handling and resolution on customer loyalty.
Download the Customer Service Best Practices Survey Results »
We recently conducted an online survey to understand what customer service issues frustrate consumers the most and how they respond to negative experiences. The online survey delivered valuable insight into consumer tipping points and the true impact of poor service on satisfaction, loyalty and brand reputation.
Download the Customer Tipping Point Survey Results »
This market brief presents the findings of the second annual consumer tipping points survey, which reveals what customer service issues frustrate consumers the most, and how they respond to negative experiences. We examined trends year-over-year to understand how customer expectations and perceptions are changing, and the hard-hitting impact to satisfaction, loyalty and revenue for businesses.
Download the Customer Tipping Point Survey Results - 2010 vs. 2011 »
Social Media is a hot topic and a lot of research has already been done around its impact on consumers. We wanted to use this survey to find if this new service channel is getting enough traction and how to affects companies who are or aren't using it today.
Download the Social Media Survey Results »
Our survey reveals consumer perceptions about mobile apps, including frequency of usage, buying behavior, differences among device providers and likelihood to use for customer service purposes.
Download the Mobile Apps Survey Results »
