In this section, you will find:

• Charts displaying key findings for the U.S. and U.K. markets
• Industry snapshots for 9 key industries, with multiple charts that can be compared to the 2010 findings for trending

Convergys 2009 Scorecard Series Key Findings:

• Customer service is the new differentiator – more important than price or brand
• Attrition is the new customer feedback – signaling the prevalence of both bad experiences and service alternatives
• More customers like multi-channel care – but each demographic segment has a different set of preferences
• Satisfaction doesn't necessarily mean loyalty – and loyalty is harder to earn
• Even when loyal, fewer customers forgive bad experiences

Read highlights from the U.S.-based Scorecard Series surveys