[Sigia-l] Failed Customer Interactions

[Brad Lauster]

Richard,
I'm unfamiliar with the accepted definition of Failed Customer 
Interactions.

You mentioned a few causes, but what is the result of an FCI? Is it the 
loss of a sale, or the loss of a customer, or something else? It seems 
like an exceptionally vague term.

Care to elaborate...or rather, specificate?

Cheers!
..brad



Oppedisano, Richard M wrote:
> 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.