"The best news is that call talk-time is not the core measure of a call experience. Better yet is that Agents are free to actually resolve our questions upon the first call."

"In crisis years where "service jobs" are at stake, I generally feel that we all get somewhat better service treatment – even in the Netherlands."

"I feel it is better, as every company is so aware, of highly competitive environments and companies across the world available to their customers - instead of just in their own back yard, like previously."

"The service that customers receive has undoubtedly gotten better over the past year. Call centres are focusing more on training and increasingly looking for more efficient ways to manage the customer experience. Systems are becoming easier to use and more flexible, and companies are radically improving the way that they handle calls."

"A bit worse, probably due to cutbacks in available CSRs (Customer Service Representatives)."

"Through my personal experience this year, I have seen why certain companies are retaining market positions and others are declining. Customer focused organisations are certainly making a greater impact on consumers."

"I believe the service has improved significantly now due to other options available to the customers."

"It has actually improved in our case - The vendors and providers are now more vigilant with the knowledge that it will only take a small mistake to handover business to someone else, and this has worked in our favor."

"Not much has changed in terms of service delivery from mobile phone operators or utility services such as water and electricity"

"Things have gotten much worse in my opinion."

"It is better now, only because there were many technological advances this year that has created a vast information database of what we did wrong, thus not repeating them is an improvement in itself."

"For the most part, in industries where customer service is a key differentiator (i.e. retail, financial services, telecommunications, etc.), service has actually improved as companies work harder to retain existing customers and increase their loyalty."

"I think it would be unfair to generalize this answer as I have had both good as well as bad customer service. However one noticeable trend has been the adoption of self-help technologies by companies over last year. Not only has this helped to improve the process flow but also help get service much faster."

"Service, in general, has not deteriorated in 2009 despite spending cuts as more companies now realize that the customer is their major asset, and any positive or negative service experience may be amplified with the broad reach of the internet. However, I did not notice any significant improvement in service levels or experience either. The contact center industry is traditionally a more conservative place where cost containment takes precedence, while innovation takes a back seat. I do sense a gradual shift in adoption towards leveraging innovative, yet proven, approaches like speech analytics to empower employees in quality assurance, performance management and employee development. This will, no doubt, translate into better customer service in the near future."

"I think I'm getting better service than last year."

"The service my company delivers is continuously improving by design. There is always more we can do to please customers and our clients. The service I personally receive from other organizations seems to be improving, but I wonder if that is more in response to fears the recession has generated. Whether the improvements will have staying power after the economy rebounds is the real test. Time will certainly tell."

"Perhaps a bit better, with an obvious focus on relationship building and retention."

"I feel that customer service has an opportunity to improve in most companies. My company takes pride in the way we handle customers, which is a bit unheard of in a tough, collections environment. Chase sincerely wants to help their customers stay in their homes and keep the American Dream."

"The service I have received has been variable - some worse and some better. Needless to say it is those organisations that have stepped up to the plate and delivered exceptional service that will get my business in the coming year."

"I have experienced a wide gap in the level of customer service I have received personally. Enterprises, like ACS, that see the opportunity to invest in and become innovative in customer service are providing better customer care. Organizations that realize the value of every customer interaction and that have instilled that belief in their employees, are now offering superior service.

Some savvy organizations are implementing technologies that allow contact centers to recognize customer transactions and anticipate their future needs and then offer up customized solutions, notifications or unique interactions are offering a noticeably different and superior experience.

However, not all organizations view customer service in this light. Those that are only focused on reducing costs and not adding value are seeing commensurate results in service."

"Much worse"