Customer Contact Experience Benchmarks—PC Manufacturers Industry

This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the PC manufacturers industry across contact channels including: live agent phone, IVR, email, chat, and Web self-service. A Web-based survey methodology was used for this study: N=1760. Companies benchmarked in this study include but are not limited to: Acer, Apple, Asus, Dell, Gateway, HP, Lenovo, Panasonic, Toshiba, Samsung, and Sony. Within the industry, the most popular contact channels are phone/live agent and e-mail. Web site self-service and Web site chat with live agents have been used by fewer customers, while IVR is the least popular.