Recent Case Studies
New Survey of Texas Residents Reveals Chasm Between Decades-Old Child Support Laws and Public Opinion
We were commissioned by the National Parents Organization to conduct a statewide survey of 564 Texas residents from July 15-19, 2022. The study included questions on how to set appropriate child support amounts, how parents should share in child-related expenses, the living arrangements that are in the best interest of children, and how Texas residents view political candidates who support the modernization of state laws governing these and related issues. The vast majority of respondents (93%) agree that it is in a child’s best interest to have as much time as possible with each of their parents when they live apart. Contrary to these results, Texas state guidelines do not consider both parents’ incomes or parenting time automatically in any situation when setting child support.
Read more on PRWeb
We recently conducted a survey for Helpshift, a company that assists with in-app customer service and user support for mobile-first brands. Between February 14 to 17, 2022, 1,015 US respondents gave their input on the steps that mobile-first app developers should be taking to improve their products, as well as making note of some aspects that need immediate attention to improve customer relations. Noticeably, while 67% of American consumers use apps on their smartphone multiple times a day, almost half (49%) of respondents said that they feel brands neglect in-app customer support. Only 12% of respondents stated that in-app customer support they’ve received has been excellent, while nearly half said in-app customer support has been fair (39%) or poor (8%). These findings show that these issues should be addressed post-haste, as it poses an immediate risk to consumer retention, as 71% of mobile app users said they would switch to a competing app/product if they have a bad experience or if the mobile app gives them problems. Furthermore, 86% of respondents said they would be more loyal to a brand who delivered good in-app customer support. With these findings in mind its clear that improving in-app customer service options is an area that many companies should seek to improve upon.
Our study for Anyline, Last-Mile Delivery: Customer Perception Report 2022, was recently released. We conducted this study between Feb. 14 to 17, 2022, and asked 1,015 U.S. consumers about online purchases. The increasing prevalence of online orders has led many U.S. shoppers to face delivery disruptions in the last mile. “Anyline’s survey uncovered that close to half (44%) of consumers say delivery timeframes are slower since the start of the pandemic.” As a result, consumer are seeking new sites, as 76% state that a poor delivery experience influences their future purchasing decisions. Read more details about the study in Chain Store Age and iXtenso.
In May, we partnered with Act! to survey 1,146 U.S. small and medium-sized business owners and managers. The study was conducted to better understand how their usage of customer relationship management (CRM) and marketing automation solutions have impacted their financial success. A large number of businesses reported that they don’t use CRM’s, with 45% of the SMBs’ operations still relying on paper records and another 11% having no management system in place at all. The reasons given for this lack of management came down to respondents’ feeling that their business is either too small (47%) or that CRM software isn’t applicable to them (28%). To illustrate why making a change can have a positive impact on a business, the survey results show that “Respondents noted improvements from utilizing CRM technology across the board for their business, with the top five improvements being sales productivity (42%), customer service (35%), business productivity (33%), marketing outreach (32%) and customer satisfaction (30%). There was also a significant improvement in customer retention (28%) among respondents—which was noted as a top challenge for SMBs.” Hopefully going forward small business owners can implement the services offered by Act! and see improvements in the future.
We conducted a study for Rave Mobile Safety to get a better understanding of the risks posed by severe weather conditions in the US. The 2022 Natural Disaster and Severe Weather Preparedness was conducted in June 2022, asking 1,071 adults in the US to better understand how the public thinks about, and prepares for, natural disasters and severe weather events. A notable finding was that only 27% of respondents said they felt very or extremely prepared to face severe weather, while a vast majority of respondents (90%) are just as or more concerned about severe weather now than they were just two years ago. Only 14% of respondents are hardly or not at all concerned that the intensity and frequency of natural disasters will increase in the future. One positive upside is that employees are fairly confident in their employer’s emergency weather protocols, with most employees (73%) saying they were aware of procedures or protocols to follow during a natural disaster, including a severe weather event. The majority of respondents (85%) said they generally trust that their workplace is prepared to protect them during a natural disaster or severe weather event.
Industry Research : ASAPP CX Report Reveals 85% of Customer Service Agents Don’t Want to Return to Contact Centers
Our study “Is the Future of Service at Home?” for ASAPP, an AI Cloud company, was recently published. Conducted from March to April 2022, we queried 572 Customer Support, Sales and Technical Agents who live and work in the United States their feelings about returning to pre-pandemic work conditions. As a result we found that 85% of Customer Service Agents want to work full-time at home and not return to contact center offices, and that almost nine out of ten agents want to see more aspects of customer interactions automated. This is mainly due to the fact that the use of automation can allow customer service personnel to assist more clients at a given time, as opposed to telephone support which limits agents to handling one customer at a time. Macario Namie, ASAPP Chief Strategy Officer had this to say “Contact center operations are rethinking how to make their agents more successful, which requires a whole new way of thinking and operating. This will need a new investment in technologies that transform contact center agents’ productivity beyond the constraints of incremental technology. Appealing to the 85% of agents that want to work from home (WFH) could stave off competition for employees from other industries and help reduce recruitment costs and attrition rates, Contact Centers have the biggest opportunity in decades to advance agent productivity with artificial intelligence technology, new automation processes and workflows, which can also support CX workforce demands wherever they work. With an estimated $15 billion spent in the United States annually for contact center real estate—that is unwanted, and unused—monies could be repurposed into new technology investments.”
Read more at Contact Center World.
We recently released a study for Uprise Health, a leading digital mental health company, which found that human resources (HR) leaders are finding more success in work by boosting nontraditional benefits like mental health and physical wellness support. For this study we surveyed 543 U.S.-based HR leaders at firms with 100 or more employees in May 2022. One of the more alarming findings was that 43% of respondents said their employees are having difficulty accessing mental health care, while we found that 35% of employers are currently not offering any mental health and wellness benefits, despite the significant need. These concerns extend beyond self interest, as 52% said that concerns about access to mental health for employees’ teenaged children have become more prevalent since the start of the COVID-19 pandemic. The CEO of Uprise Health, Mike Nolte, had this to say about the results “HR teams are stretched to their limit navigating COVID-19 protocols, containing costs, and increasing employee engagement in hybrid workplaces, Their approaches to reducing employee burnout and ensuring work-life balance have had to adapt, and this has proven to be a significant challenge with modest success. Benefits professionals have a tremendous opportunity to step in as strategic advisors, providing solutions and guidance that support the health of every employee. This includes mental health, wellness, and resilience, while also addressing their link to everything from prevention to comorbid chronic illnesses. Now is the time for benefits professionals to share their knowledge and expertise with their HR clients.”
Read more at HR Tech Cube.
On behalf of Wise, we polled 2,221 U.S. and Canadian adult (age 18+) consumers in May 2022 about their attitudes towards and plans for international travel. One particularly interesting statistic we discovered was that the leading reason for not traveling abroad weren’t worries about COVID, but rather 47% of potential travelers cited worries about not having the money to afford it. Similarly, 27% of respondents cited inflation as their leading reason for avoiding taking trips. These monetary fears outpaced COVID, which only 37% of participants ranking it as their primary travel deterrent. The study also sought to better understand the savings strategies employed by respondents that plan on traveling. A large majority of these travelers (84%), responding that they use money-saving hacks for travel, which include booking during the cheapest days to fly (38%), buying groceries or dining in locally (35%), and even traveling during the destination’s off season (31%). As worries shift from COVID-19 to monetary related concerns, the travel industry will remain in flux.
Read more on Wise.
We conducted the 2022 Career Interest Survey, the 13th overall, for the National Society of High School Scholars. This study of over 11,495 students took place between February 13 to March 7, 2022, and discussed the attitudes and goals of high-achieving high school and college-aged individuals. Of particular interest were opinions in regards to education, employment, career planning, and social and civic engagement. The study also examined these student’s top 100 universities and top 100 employers of choice. When asked about the highest priorities in new jobs “they still prioritize learning skills to advance their careers and pathways to promotions. Given the importance of development, we asked about training and continuing education. Most desired was in-person training (63%), favored almost five-to-one over online training (13%).”