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Articles by J.J. Moncus
Avoiding Buyer's Regret in Customer Service Technology Purchases
Organizations are placing big bets on customer service technology, especially as products embed new artificial intelligence capabilities. However, a recent Gartner Business Buyer Survey reveals a sobering reality: 72 percent of customer service and support leaders experience buyers' regret after making such investments.
How Leaders Measure the Success of Customer Service and Support
Customer service and support leaders have more than 200 metrics to measure performance, but some are more used than others. While it is easy to follow the crowd, our data suggests that doing so can result in missed opportunities to better demonstrate the function's value and diagnose performance issues. Customer satisfaction score (CSAT), the Net Promoter Score (NPS), and average handle time (AHT) are the three most commonly used metrics within customer service and support.
Americans' Views of Russia, NATO Amid Russia-Ukraine War
Attitudes toward NATO increasingly positive Pew Research Center conducted this study to gauge American opinion of Russia and NATO amid the invasion of Ukraine. For this analysis, we surveyed 3,581 U.S. adults from March 21 to 27, 2022. Everyone who took part in this survey is a member of the Center’s American Trends Panel (ATP), an online survey panel that is recruited through national, random sampling of residential addresses. This way nearly all U.S. adults have a chance of selection.
Citizens in Advanced Economies Want Significant Changes to Their Political Systems
Dissatisfaction with functioning of democracy is linked to concerns about the economy, the pandemic and social divisions A woman votes at a polling station on Oct. 4, 2021, in Turin, Italy. (Stefano Guidi/Getty Images) This Pew Research Center analysis focuses on views of democracy and the desire for political, economic and health care reform. For this report, we conducted nationally representative surveys of 16,254 adults from March 12 to May 26, 2021, in 16 advanced economies.
Many people globally see United Nations in a positive light, including its handling of climate change
The United Nations headquarters in New York City. (Angela Weiss/AFP via Getty Images) The United Nations General Assembly begins its high-level general debate next week, during which heads of state are expected to address current crises facing the organization and its member nations, including the ongoing COVID-19 pandemic, climate change and the situation in Afghanistan.
Even as Pandemic Endures, Economic Attitudes Improve in Many Nations
But majorities say next generation will be worse off financially This analysis focuses on views of the economy and the financial futures of the next generation in 17 advanced economies around the world. For non-U.S. data, the report draws on nationally representative Pew Research Center surveys of 16,254 adults from March 12 to May 26, 2021, in 16 publics.
Few across 17 advanced economies have confidence in Putin
Russian President Vladimir Putin’s global image has been consistently low for years in many countries, and a Pew Research Center survey conducted this spring in 17 advanced economies shows that negative views of him are at or near historic highs in most places. Today, a median of 22% say they have confidence in Putin to do the right thing in world affairs, compared with a median of 74% who say they have no such confidence.
Many in Western Europe and U.S. Want Economic Changes as Pandemic Continues
Entertainment industry workers demonstrate in Nantes, France, on Feb. 4 as part of a nationwide day of protests for the preservation and development of employment and public services. (Loic Venance/AFP via Getty Images) This report analyzes perceptions of the economic system, economic opportunity and attitudes toward government policies that are economic in nature among people in the United States, France, Germany and the United Kingdom.
Americans’ views of Asia-Pacific nations have not changed since 2018 – with the exception of China
Asia appears to be top of mind for the Biden administration when it comes to foreign policy. Japan and South Korea were the first two international destinations of Cabinet officials after Joe Biden’s inauguration as U.S. president. Looking to coordinate in the face of China’s efforts to assert itself in the region, the administration initiated a first-of-its-kind “Quad” summit with the leaders of Australia, India and Japan.
What different survey modes and question types can tell us about Americans’ views of China
(Pew Research Center illustration) (Related post: Trends are a cornerstone of public opinion research. How do we continue to track changes in public opinion when there’s a shift in survey mode?) Every year since 2002, Pew Research Center has polled people in the U.S. and around the world as part of a major, cross-national study known as the Global Attitudes Survey.
UK, Canadian and Australian Legislators Express Enthusiasm for Biden Administration on Twitter
Newspapers in London on Nov. 8, 2020, a day after several major media organizations declared Joe Biden the winner in the U.S. presidential election. (Peter Summers/Getty Images) Pew Research Center conducted this analysis to learn more about how officials in three key allied nations have been discussing the 2020 U.S. presidential elections and candidates. This analysis examines 209,862 tweets from 1,310 national-level officials in parliaments in the United Kingdom, Canada and Australia.
People who trust others more supportive of international cooperation
People around the world broadly support the principles of international cooperation amid common challenges such as climate change and the coronavirus outbreak, according to a summer 2020 Pew Research Center survey of 14 advanced economies. But support for international cooperation – as well as for key international institutions – can vary significantly depending on the amount of trust that people tend to place in others.
How people in 14 countries view the state of the world in 2020
2020 has been a year unlike any in recent memory. And a survey conducted by Pew Research Center in 14 countries over the summer – as the coronavirus outbreak spread around the globe – tells us much about people’s thoughts and concerns amid the pandemic. Here are some highlights from the survey, including how people see their own country’s response to the virus and how they view the economic and political implications of COVID-19. The coronavirus has changed everyday life for many around the world.
Globally, views of foreign direct investment vary depending on type of investment
Japanese officials tour an auto factory jointly operated by Mazda and Sollers in Vladivostok, Russia. (Anton Balashov/TASS via Getty Images) People in many countries are supportive of foreign companies building factories in their own nation. But they are more wary of foreign companies buying domestic firms, according to a Pew Research Center survey conducted in 15 nations in spring 2019.
Many around the world were pessimistic about inequality even before pandemic
Hundreds of people participate in the Scream of the Excluded on Sept. 7, 2019, in Sao Paulo, Brazil. The event denounces the worsening of social inequality, environmental destruction, and resource cuts in educational and social areas. (Fabio Vieira/FotoRua/NurPhoto via Getty Images) The coronavirus outbreak stopped much of the world in its tracks in early 2020 and continues to cast doubt on the well-being of households and communities around the globe.
Americans’ views on World Health Organization split along partisan lines as Trump calls for U.S. to withdraw
The World Health Organization headquarters in Geneva. (Fabrice Coffrini/AFP via Getty Images) The World Health Organization, a specialized agency of the United Nations, has historically served several public health functions, including fighting communicable and non-communicable diseases. It has played a high-profile role in addressing the global spread of the coronavirus, which it characterized as a pandemic in early March.
The U.S. in one word: Canadians say ‘Trump,’ Mexicans point to ‘money’ and ‘work’
Canadians and Mexicans give different answers when they are asked for the first word that comes to mind when thinking about the United States. President Donald Trump’s name is by far the most frequently mentioned word among Canadians, followed by a range of primarily negative descriptors. Mexicans mention Trump, too, but more often cite words related to economics, according to a Pew Research Center survey conducted in spring 2019.
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