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Created with Fabric.js 1.4.5 Lorem ipsum dolorsit amet, consectesursed do amusardo. Customer Service Satisfaction Overview - Q2'14 male 30% horror Lorem ipsum dolorsit amet, consectesursed do amusardo. Crafts Programming Games Teach COMIC gardening Text 70% female Customer Service Performance Overview - Q2'14 double click to change this header text! Customer Experience - Video - Q2 & Q3 '14 FiOS - Red Optimum - Blue Shaded Pillars are NOT drivers for FiOS --Drivers of Customer satisfaction and dissatisfaction roll up to 6 key dimensions or "pillars"--FiOS shares three of the 6 Optimum pillars, but these primarily drive satisfaction. --FiOS is less affected by "table stakes" that promote customer vulnerability.--The lead held by FiOS on all pillars narrowed in Q314, as FiOS lost ground on all customer experience dimensions.--At the same time, Optimum gained ground on Customization, Empathy and providing an easy customer experience Key Insights: Q2 & Q3 '14 Implication: In the latter part of 2014, Optimum established a firm position on softer drivers of customer experience . In the areas wher Optimum has traditionally lagged,FiOS' performance has weakened, creating an opportunity for Optimum to close the gap. In the latter part of 2014, Optimum established a firm position on softer drivers of customer experience . In the areas where Optimum has traditionally lagged, FiOS' performance has weakened, creating an opportunity for Optimum to close the gap. Implication Implication double click to changethis text! Drag a cornerto scale proportionally. % Satisfied must be above 50% to contribute to satisfaction
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