APPENDIX ABloomberg Businessweek Research Services North American Survey on Customer Service Experience: Survey Questionnaire and Methodology

Background Information on the Customer Experience Surveys (North American)

Bloomberg Businessweek Research Services (BBRS) launched a survey and research program in late 2010 to discover and analyze the views of C-level and line-of-business executives in North America on customer experience. The research sought to determine these executives’ perceptions of the importance of creating competitive differentiation by providing powerful customer experience, thus growing the business.

The research also sought to identify the importance of technology as a tool to maintain or even improve customer experience.

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