When you call customer service and get a real, live person on the other line, do you feel like you've hit the jackpot? Well, it turns out, the time we spend on hold is hardly random. There's ...

Forbes contributors publish independent expert analyses and insights. Mike Kappel is the Founder of Patriot Software, LLC. When it comes to running a business, your customers’ satisfaction matters.

It's one thing to measure a customer's effort using your products or services but how do you take that data and make it actionable? Customer experience metrics without action are as useless as the ...

The customer effort score (CES) is a metric that is used to measure how easy it is to do business with a brand. The metric involves asking customers to rate their experience with a brand on a scale ...

DENVER--(BUSINESS WIRE)--OneReach.ai, creators of a market-leading platform that’s democratizing conversational AI and machine learning with flexible, no code/low code development tools, today ...

SEPTA reported its highest score in its quarterly customer satisfaction surveys on Thursday. The transit authority averages a 3.5 of 5 from respondents for the first quarter of 2025. Over 3,500 riders ...

In the recently published J.D. Power 2025 Mexico Customer Service Index (CSI) Study, Chevy ranked almost perfectly average on the list of mass market brands.

Customer satisfaction with some of the top brands in streaming -- including Netflix, HBO Max, Peacock and Apple TV+ -- is surprisingly lower than expected, according to a new study from research firm ...

HOBOKEN, N.J.--(BUSINESS WIRE)--NICE (Nasdaq: NICE) today announced that NICE has received the highest scores for Digital Customer Service Center, the newest use case included in the 2022 Gartner ...

Apple extended its lead over the rest of the PC industry on the University of Michigan's American Customer Satisfaction Index, the fifth straight year it has led the scoring. Tom Krazit writes about ...