[Sigia-l] Failed Customer Interactions

[Oppedisano, Richard M]

Good afternoon, all:

I have been asked to acquire any available industry standards/statistics on
FCIs (Failed Customer Interactions).  I am aware that an FCI can be caused
by a variety of factors ranging from slow response time to ISP issues to
poor interface design.  I am looking more for a standard benchmark referring
to a success measure- as in, we are shooting for 96% customer success rate,
or 80%, etc.

Any thoughts?   

As always, thanks in advance for your time and responses.  I hope you all
enjoy the upcoming weekend.

Thanks,
Rick O.

Richard Oppedisano
AVP, Client-Side Architecture and Design
Bank of America
Charlotte, NC