The report, authored by Peter Leppik, finds that:
Among the top items on customers' wish list are the ability to reach agents easily, politeness and courtesy of agents, short wait times, and the having one's problem on the first call.
The top three things customers associate with good customer service can be summarized as "make it quick and easy to reach a person, and make that person polite and professional." 50% of survey respondents selected all three of the top three factors.
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