Think You Know Customer Experience?

1. What percentage of customers expect a response from a contact centre within 5 minutes or less, according to 2024 studies?

A) 20% B) 40% C) 60% D) 80%

2. How much more likely are customers to repurchase from a company after a positive customer service experience?

A) 10% B) 50% C) 70% D) 90%

3. According to the 2024 UK Customer Service Report, what is the average customer retention rate when businesses offer omnichannel support?

A) 30% B) 50% C) 89% D) 95%

4. What percentage of UK businesses are expected to adopt AI-driven automation in their contact centres by the end of 2024?

A) 25% B) 50% C) 75% D) 90%

5. How does improving First Call Resolution (FCR) impact customer satisfaction, according to research?

A) No impact B) Increases satisfaction by 10% C) Increases satisfaction by 30% D) Increases satisfaction by 50%

6. What proportion of consumers are willing to pay more for better customer service, as reported in a 2024 survey?

A) 25% B) 50% C) 70% D) 80%

7. How can AI-powered chatbots enhance customer experience in a contact centre?

A) By providing faster responses B) Reducing wait times C) Offering 24/7 support D) All of the above

8. According to recent studies, what percentage of customers are likely to switch to a competitor after a single poor customer service experience?

A) 10% B) 25% C) 50% D) 70%

9. What is the average cost reduction reported by businesses using AI-driven contact centres compared to traditional models?

A) 10% B) 25% C) 40% D) 60%

10. Which of the following is NOT a key benefit of integrating AI into contact centres for customer experience improvement?

A) Predictive analytics for proactive customer support B) Increased customer frustration due to automation C) Personalization of customer interactions D) Scalability of support services

Check Your Answers