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Pollsbeat 2021

Mapping the customer behavior in customer contacts 1 year later - A customer contact & Möbius research

Almost a year ago, in Q2 2020, Customer Contact, the Belgian customer contact association & Möbius investigated the impact of Corona on customer contacts.
Over 60 customer services and contact centers participated in this Pollsbeat study, which showed a different customer behavior than before. You can find the results of the Corona Pollsbeat on our website.

One year later we want to verify if the change in customer behavior is permanent and if the covid-19 measures still have an impact on contact volumes and handling times. We want to know which solutions you have put in place to react to the (possible) change in customer behavior. Did you use flexible staffing, extend your opening hours, change your omni-channel strategy, re-direct your customers to digital channels, use chat?

Lately we have been receiving some questions from the media about high contact volumes and longer waiting times for customers. This 2021 Corona Pollsbeat will help us collect accurate figures and relevant information to feed back to the press.

We strongly appreciate your feedback and kindly urge you to participate in the Corona Pollsbeat. It will take no more than 10 minutes of your time.
Your answers remain anonymous. We only capture your details to check who filled out the questionnaire and to have a break-down in different sectors.
The survey remains available till April 9th.

The results will be shared with you in detail and enable you to learn about the challenges your colleagues have been facing and which solutions could be interesting for you.

Thank you in advance for participating!

Kind regards,

Customer Contact & Möbius