Part 1 – Customer preferences, choice, and satisfaction

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* 1. Please provide your details

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* 2. Do you capture your customers’ communication and channel preferences?

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* 3. If you capture customer channel preferences, does this change the treatment path?

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* 4. When a customer interacts via a digital channel, is the customer actively prompted or encouraged to speak with an agent at any point, if appropriate?

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* 5. When a customer calls to make a payment, are they offered an automated option (e.g., ‘Press 1 to make a payment or have a link sent to your mobile phone’)?

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* 6. Have you noticed a difference between satisfaction or NPS scores for digital vs voice?

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