Though industry statistics have the potential to change rapidly due to the whims of the market, companies can take note of the way customer satisfaction fluctuates across different industries and consider what might accord such changes. The American Customer Satisfaction Index (ACSI) has released data from its latest quarterly study, and denotes an interesting trend within communications. While internet service providers scored poorly, fixed line telephone service had a ranking of 74 overall, significantly higher.
As a phone provider, Verizon placed at 74, with Comcast only managing 71, although it did jump up 6 points from its position in the poll last year. Still, these scores were above the average for other notable sub-industries, such as wireless phone service and cell phone manufacturers.
Microsoft was the only company listed by name for the software industry, with a score of 74, still lower than what it had been previously.
Users of a live telephone answering service can see this information as a higher standard to aspire to. In addition to providing helpful connections through the service's operators, centers that utilize this kind of operation can pursue high-quality equipment to make sure that connections are strong and uninterrupted. All of the technical things that make any phone connection desirable can be sought after to bolster a center's own capabilities.
Customer satisfaction data can be a powerful incentive for improvement in flagging companies. Businesses alarmed by their industry's rating in national polls like this can make it a point to improve upon these areas through the adoption of different customer service tactics.