SAY EXPECTATIONS FOR CUSTOMER SERVICE IS INCREASING YEAR-ON-YEAR

A TYPICAL BUSINESS HEARS FROM JUST

OF COMPLAINERS WILL DO BUSINESS WITH YOU AGAIN IF YOU RESOLVE THEIR

PROBLEM. ii

OF ITS DISSATISFIED CUSTOMERS.

71%

4%

70%

61%

Learn more about connecting with your customers through surveys at www.intouchconnections.com

877-476-8808

Survey Response Rates: Survey Gizmo Lee Resource, Inc. Centers for Disease Control and Prevention, 2015 2013 Global contact Center Survey, Deloitte Loyalty Insights: Assessing Your Net Promoter System, Bain & Company Pew Research Center, 2016Questback.com, 2016InTouch Connections Research, 2016

iii

iiiivv

vivii

viii

SOURCES

SURVEYS: INCR E A SE CUSTOMERSATISFACTION

SURVEY RESPONSE PLATFORM PREFERENCES

RESPONDEDVIA PHONE

KEYPAD

RESPONDEDVIA SMS

RESPONDEDVIA EMAIL

RESPONDED VIA INBOUNDPHONE CALLINTOUCH DELIVERS A HIGH

SURVEY PARTICIPATION RATE BECAUSE WE CAN IMPLEMENT TRICKLE-DOWN OUTREACH, FIRST PHONE, THEN TEXT, THEN EMAIL.

THIS REDUCES RISK OF PATIENTS AND CUSTOMERS MISSING CRITICAL COMMUNICATIONS.

OF [COMPANY] PROMOTERS SAY THAT THEY CONDUCT

FOLLOW-UP CALLS WITH PROBLEM ACCOUNTS WITHIN 48 HOURS. ONLY 34% OF DETRACTORS DO SO.v

Welcome to the age of the customer. Technology has mushroomed, traditional barriers of the past have dissolved and customers know more about your products, services, competitors and pricing. More than ever, it’s critical you pay attention to what they have to say.

SAY SPEED OFRESPONSE ISIMPORTANT88%

21% 10-15%

AUTOMATED SURVEYS CAN QUICKLY DISCOVER ANY PROBLEMS BEFORE THEY

ESCALATE.

64%NEARLY ½ OF AMERICAN HOMES HAVE ONLY

WIRELESS TELEPHONES. iii

OF INTOUCH SURVEY PARTICIPANTS WERE MOSTLY WIRELESS.

OF ORGANIZATIONS THAT VIEW CUSTOMER EXPERIENCE AS A

DIFFERENTIATOR OFFER MULTIPLE CONTACT CHANNELS. iv

92%

38 %32 %

20%

10%

1 2 3

4 5 6

7 8 9

#* 0

33% OF INTOUCH SURVEY RESPONDENTS CAN BE REACHED BY PHONE, TEXT AND EMAIL.viii

50%

OF SURVEYS TODAY ARE OPENED ON A MOBILE DEVICEvii

OV

ER 94%

76+USE THE TEXT MESSAGING FEATURE ON

THEIR PHONESvi

OF PEOPLE AGES

i

CUSTOMER SURVEY PARTICIPATION RATES

INTOUCH CONNECTIONS

INDUSTRY AVERAGE