Universal Decline in US Customer Service Measured
The Lumen Customer Service Index (LCSI) dropped to 52.5% in the 2nd quarter of 2003 from 56.5%. Both LCSI components, response satisfaction" and consumer loyalty" saw a decline.
September 3, 2003 -- The Lumen Customer Service Index (LCSI) dropped to 52.5% in the 2nd quarter of 2003 from 56.5%. Both LCSI components, response satisfaction" and consumer loyalty" saw a decline.
The LCSI is a composite score from 2 measures: satisfaction with response" and overall contactor loyalty". The index is used to track service performance over time. There are some indications that this might be the start of a general trend towards higher expectations and lower service levels" says Christopher Clegg, President of Lumen Research Associates, LLC. Well watch this closely to see if 3rd quarter results show a continued decline."
Lumen Research Associates, LLC is a survey research company in Rockville, MD. The research cited is based on 427 online responses received over the first 6 months of 2003 (95% ± 4.7%). These findings are drawn from Lumens Customer Service Benchmarks. This quarterly report is available to the general public at Lumens website (http://www.lumenresearch.com). Members of the press are permitted to request specific analyses free of charge by emailing press@lumenresearch.com.
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