New Research Strongly Supports the Link between Call Center Performance and Customer Loyalty.

Portland, ME April 14, 2004–-Portland Research Group released today the findings from over 800 interviews of US consumers who contacted a company with a question or problem. Results indicate that consumers are much less likely to buy a company's products if they have a poor experience when calling that company's call center for help.

When analysts from Portland Research Group compared the future buying intention of people happy with a phone experience against those who were unhappy, they found a 55 percentage point difference in future purchase intent.

"We found a strong link between contact satisfaction and company loyalty," said Bruce Lockwood, President of Portland Research Group. "The quality of a call is everything to retaining customers."

Portland Research Group (www.portlandresearch.com) is a full service market research firm with offices in Maine and Connecticut. The Group specializes in the design, management, and interpretation of results for a wide range of market research solutions. For more information, please contact Chris Clegg at 207.874.2077 x4 or email cclegg@portlandresearch.com. The full report is available on the firm's website at www.portlandresearch.com/report.htm.





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