This statistic shows the most important customer service attributes in contact centers worldwide as of March 2013. During the survey, 42 percent of contact center industry leaders said that first contact resolution was of the highest importance in customer interactions in contact centers.
What are the most important customer experience/interaction attributes?*
Characteristic
Share of respondents
Accuracy and quality of information provided
82%
Ease of interaction
73%
First contact resolution
42%
Empathy provided during interaction
38%
Personalization of interaction
26%
Value created for the customer during the interaction
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* Only answers of "highest importance" are included in the statistic. Other options were "moderate importance" and "lowest importance."
The source does not specify a type of survey.
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Deloitte. (May 15, 2013). What are the most important customer experience/interaction attributes?* [Graph]. In Statista. Retrieved April 18, 2025, from https://www.statista.com/statistics/321708/most-important-customer-service-attributes-in-contact-centers-worldwide/
Deloitte. "What are the most important customer experience/interaction attributes?*." Chart. May 15, 2013. Statista. Accessed April 18, 2025. https://www.statista.com/statistics/321708/most-important-customer-service-attributes-in-contact-centers-worldwide/
Deloitte. (2013). What are the most important customer experience/interaction attributes?*. Statista. Statista Inc.. Accessed: April 18, 2025. https://www.statista.com/statistics/321708/most-important-customer-service-attributes-in-contact-centers-worldwide/
Deloitte. "What Are The Most Important Customer Experience/Interaction Attributes?*." Statista, Statista Inc., 15 May 2013, https://www.statista.com/statistics/321708/most-important-customer-service-attributes-in-contact-centers-worldwide/
Deloitte, What are the most important customer experience/interaction attributes?* Statista, https://www.statista.com/statistics/321708/most-important-customer-service-attributes-in-contact-centers-worldwide/ (last visited April 18, 2025)
What are the most important customer experience/interaction attributes?* [Graph], Deloitte, May 15, 2013. [Online]. Available: https://www.statista.com/statistics/321708/most-important-customer-service-attributes-in-contact-centers-worldwide/
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