The U.S. Equal Employment Opportunity Commission

Call Center Customer Satisfaction Survey 2006: Figure 2

EEOC Customer Satisfaction Models 2006
Model	Component		Customer Satisfaction Index	Customer's Likelihood to Use Call Center Services Again		Customer's Likelihood to Recommend Call Center to Others		Number of Respondents
Model	Score	Impact	Customer Satisfaction Index	Score	Impact	Score	Impact	Number of Respondents
Phone Model / Customer Service Representative	84	4.5	80	87	3.6	88	3.5	145
Email Model / Customer Service Experience	65	5.7	48	53	4.4	56	4.3	95
Web FAQ Model / Customer Service Experience	60	5.1	50	54	4.7	58	4.0	30

Overall EEOC Contact Center CSI: 77. Overall CSI is the weighted average of phone (93%), email (6%) and web FAQ (1%)

This page was last modified on July 24, 2006.