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NICE Global Consumer Survey reveals greater challenges in meeting customer needs

13 June 2012

NICE announced that the results for the NICE 2012 Consumer Channel Preference Survey are now available online and confirm that consumers are more empowered than ever before as they are communicating more often and using multiple channels to contact an enterprise.

Consumers indicate that on average they are using six different channels for contacting service providers, while 86 percent note that on average, they are communicating more often, or at the same level, with businesses over all channels.

The Web continues to be the most popular and growing self-service channel, while smartphone applications and social networks have grown in popularity with more than 40 percent of respondents noting that they have increased their use of these channels.

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