Jacada
Jacada

Resource Center

The Jacada Resource Center includes free whitepapers, industry research and webcasts from Jacada as well as industry sources such as Frost & Sullivan, Butler Group, Call Center Magazine and many others. Just click on the link and you will be directed to an online form. Once you complete the form, you will be e-mailed a link which will provide you with unlimited access to our Jacada Resource Center.

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Wakefield Research – Consumers Are Less Willing to Endure Poor Service, Even in a Down Economy

American consumers believe that companies are failing to meet their service needs while in the midst of economic hardships. A recent national phone survey of 1,000 American consumers, which was conducted in April 2009 by Wakefield Research, shows that the down economy has highlighted weaknesses in customer service and that serious concerns are on the rise while service and satisfaction have dropped. This Executive Summary report highlights the key findings of the survey.

YouGov Survey Results – Customer Service Still Struggles to Satisfy

Results of new research released by Jacada paint a vivid picture of the challenges facing customer service provision in the UK. The survey, conducted by YouGov, questioned more than 2,100 UK adults on a number of key customer service issues. Many of the results point to a high level of customer dissatisfcation with UK's online and phone based customer service, with many consumers now expecting to get poor service when they reach out to the companies they are buying their products and services from. Very few consumers feel valued as customers as a result.