Chat and email support services are growing and complement, or even potentially replace, other interaction channels. A poor experience with a chat or email interaction can significantly impact customer satisfaction and drive additional support costs. With no benchmark for chat and email performance, how can companies evaluate their own strengths and weaknesses, identify opportunities for improvement, and determine which channels to prioritize for future investment?

The J.D. Power 2016 U.S. Chat and Email Benchmarking StudySM provides companies with an objective measure of overall customer satisfaction with chat and email interactions. It also provides a cross-industry benchmark across multiple industries, including financial services, insurance, online retailers, utilities, and telecom. The study delivers an analysis of customers’ experiences with chat and email in the last 12 months and evaluates customer satisfaction with their support experience by examining five key attributes:

  • Courtesy of the representative
  • Knowledge of the representative
  • Promptness in communicating with the representative
  • Representative’s concern for your needs
  • Promptness in communicating with the representative

This study explores several topics that are important to delivering high levels of customer satisfaction with chat and email channels, including:

  • Channel satisfaction
  • Chat and email usage
  • Why providing a satisfying experience matters
  • Performance is key
  • Importance differences
  • How to deliver a flawless experience
  • Performance scorecards
  • Can customers spot a bot?

A study subscription provides insights into relative channel performance, key steps and prioritization for delivering a flawless chat and email experience, and key performance metrics for chat and email agents.


Publish Date: November 15, 2016

2016 Sample Size:
Chat: 3,563
Email: 3,573

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