In this issue you'll find some primary research data on call center agent authority, some thoughts on on-site surveys, and a single question quiz on how well you know your money.

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research data
Did you Know?
A survey of US households showed that 73% of callers were satisfied with the authority of the employee they talked to when calling to get pre-purchase information.  However, the typical caller was much less satisfied with an employee’s authority when calling about an “Ongoing Maintenance” (52% Satisfied) or “Delivery Issue” (46% Satisfied).  » The full scoop

on-site surveys
On-site surveys are used effectively at tradeshows, conferences, and other venues where you have enough respondent traffic to provide you with the feedback you are looking for.  » Read more

fun link
Common Cents?
Only one of these images of a penny is correct. Which one is it? Check your answer by clicking on a coin.  » Test yourself

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