Live Help: Nearly three-fourths of consumers turn to a digital method before calling a contact center for customer service, and 88% of callers shuttled to an automated system end up needing to talk to a live person, according to CFI Group. More people are using email (20% this year vs. 14% in 2017) and online chat (12% vs. 9%) to contact customer service. In 2018 the overall Contact Center Satisfaction Index (CCSI), on a scale of 0 to 100, was 70—up 3% from 2017's 68.
Super Supermarkets: In the 2018 Temkin Experience Ratings, the supermarket industry beat out the other 19 industries included for first place, with a 79% rating. Wegmans (86%), H-E-B (83%), Publix (83%), Aldi (82%) and Wawa (82%) were the top supermarkets. These are composite scores based on three factors: success, effort and emotion. AmazonFresh experienced the biggest year-over-year drop, from 80% in 2017 to 67% in 2018.