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. Shep Hyken is a customer service/CX expert, author & keynote speaker. NPS is one of the most powerful metrics to determine if the ...

TROY, Mich.: 9 March 2023 — The increasing volume of battery electric vehicles (BEVs) being serviced at dealerships is contributing to a negative effect on overall customer service satisfaction, ...

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 ...

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 ...

Alec Lucas: Customer service complaints have always been sort of a feature of Vanguard’s history. If you go back to the days when Bogle led the firm—this is a point that I made at that ...