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Voice vs digital channels – competing or complementary?
Part 1 – Customer preferences, choice, and satisfaction
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1.
Please provide your details
(Required.)
Name
Role
Organisation
Email (You must enter a valid address so that we can send you the report)
Phone number
*
2.
Do you capture your customers’ communication and channel preferences?
(Required.)
No
Yes
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3.
If you capture customer channel preferences, does this change the treatment path?
(Required.)
We don’t capture customer preferences
No – we use all available channels
No – we would like to change the treatment, but our systems don’t allow it
Yes
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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?
(Required.)
No
Yes
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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’
)?
(Required.)
No
Yes
Our call centre does not take payments
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6.
Have you noticed a difference between satisfaction or NPS scores for digital vs voice?
(Required.)
Our digital scores are generally better
Our voice scores are generally better
Our digital and voice scores are generally the same
We don’t measure satisfaction/NPS of digital
We don’t measure satisfaction/NPS of voice
We don’t measure satisfaction/NPS of digital or voice
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