Providing a Unique Perspective on the Customer Experience

As a global leader in Relationship Management, Convergys research is dedicated to improving the delivery of a superior customer experience. By uncovering the factors that influence the customer experience - both positively and negatively - our research drives greater insights in how to efficiently and effectively improve customer service and deliver a customer experience that is truly important to and desired by customers.

New Primary Research

In late 2008 and again in late 2009, Convergys conducted substantial primary research to more fully examine the key drivers of customer experience from the customer, employee, and company perspectives.

Each phase of this primary research encompassed:

• more than 3,000 large-company customers in the U.S., and U.K.
• more than 1,500 employees of large companies
• more than 125 senior executives
• 9 key industries, including Financial Services, Telecom, and Technology

The research looked at the customer experience as a three-legged stool; one that evaluates and compares the viewpoint of the customer to those of the employees delivering the experience, and executives designing the experience.

Customers provided specific details about recent experiences, and employees about the customer experiences they provide as an extension of their employer. Finally, executives evaluated how well their companies are delivering on the experiences customers desire and demand.

This research, the "2009 and 2010 Convergys Scorecard Series", provides executives with a unique view of the marketplace, how it is changing, and how they must respond.

Read highlights from the U.S.-based Scorecard Series surveys