Organizations that utilize data from customer service interactions are quick to respond to changing environments and eager to improve services and products. Customer engagement tools offer the following benefits:

• Online surveys linked from websites, published materials, and sent electronically to customers
• Hardcopy surveys to be used in mailings and point-of-service
• IOE reports provide detailed information on measurable customer service dimensions
• Specialized reports for region, office or other departments.

The graphic below demonstrates commonly assessed customer service drivers.