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Survey explores link between 'proactive' care tools, customer satisfaction and call center traffic

Amdocs Survey Reveals Customer Care Nuggets

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2/5/2013
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ST. LOUIS -- Amdocs, the leading provider of customer experience systems and services, today announced the findings of a global consumer survey that explores the link between proactive care tools, customer satisfaction and call center traffic.

The survey revealed that the vast majority of customers would recommend their service provider to family and friends if they received relevant, proactive notifications from their provider and had simple self-service apps on their mobile device. Conducted by leading analyst firm Coleman Parkes, the survey found that in addition to helping to increase customer satisfaction, the measures could also decrease call center traffic.

"The Net Promoter Score, or NPS, is the industry-standard measure of customer willingness to recommend, and is directly correlated to customer satisfaction, retention and service provider profitability," said Ian Parkes, Director and Co-Founder at Coleman Parkes. "The survey shows that the provision of proactive care and self-service apps would be a highly effective strategy for helping service providers to increase their NPS and reduce the burden on the call center. But, according to our study, consumers feel that service providers need to improve the online experience with a more consistent and personal service."

Amdocs Ltd.

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