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      "text": "Secondly, by following European and Global trend reports of Customer Service Centers (CSC), it is evident that the importance of understanding how to better meet customers' various and changing demands has never been more important. To get a better understanding how Customer Service businesses in Europe and in the Nordics are aligned with these demands, the scope of this study included several European markets and industries.",
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      "text": "Welcome to Deloitte's Customer Service Excellence survey! This survey tracks insights on factors that impact service excellence, a concept that incorporates both understanding the frontend and backend of the customer service function.",
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      "text": "Contact us to get a personal presentation of our findings!",
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      "text": "An additional dimension to better understand the status of Customer Support organizations today is through asking for their Customer Satisfaction (CS) assessments and for their Employee Satisfaction (ES) results and survey insights. Even though both CS and ES in this survey are generated from companies' internal assessments, it will provide us with important indications on what works well for customers, agents, managers and customer service leaders in various industries. This will also highlight synergies and conflicts between initiatives with regards to customer and employee satisfaction.",
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