QuestionPro Audience

JUNE 6, 2018

77% of Americans own a smartphone, up from 35% in 2011. When Deloitte surveyed 4,150 adults in 2017, 38% thought they were using their smartphone too much. Today, the smartphone serves many purposes: telephone, calendar, navigation, web browser, note-keeper…the list can go on and on. ADULTS AND CHILDREN.

Technology 220

Technology System Industry Consumers 220

Experience Matters

DECEMBER 22, 2015

Here’s the executive summary: Temkin Group surveyed nearly 200 large companies to learn about how they use customer experience (CX) metrics, and we then compared their answers with similar studies we’ve conducted every year since 2011. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014.

Metrics 120

Metrics Report Net Promoter Score Effort Score 120

CSM Magazine

NOVEMBER 2, 2023

Founded in 2011, Sigma employs over 5,000 people across the UK, South Africa, Australia and the United States. In 2023, Sigma was named as one of the UK’s top employers in the prestigious The Sunday Times Best Places to Work survey, which was voted for by its employees.

Groups 52

Groups Connections Leadership Government 52

Experience Matters

MARCH 18, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. With a score of 55%, Sprint is the lowest-rated wireless carrier for the first time since we began evaluating this industry in 2011. points below the effort average, and 5.5

Wireless 120

Wireless Effort Score Customer Experience Industry 120

Experience Matters

MARCH 12, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. Overall, health plans averaged a 54% rating and placed 18 th out of 20 industries. Kaiser Permanente came in second with a rating of 66% and an overall ranking of 136 th.

Effort Score 120

Effort Score Customer Experience Healthcare Industry 120

delighted

APRIL 19, 2019

Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty. What are customer relationship surveys?

Survey 58

Survey Measurement Customer Experience Effort Score 58

CSM Magazine

JANUARY 23, 2023

Over 70% of UK organisations which offer contact centre services are failing to implement new ways of communicating with their customers, a new survey shows. Founded in 2011, Sigma employs over 4,000 people and is expanding its operations from state-of-the-art contact centres in the UK, Australia and South Africa.

Interaction 52

Interaction Multi-Channel Study Connections 52

Experience Matters

MARCH 20, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. USAA has been the highest-rated credit card issuer since the Ratings began in 2011.

Customer Experience 120

Customer Experience Banking Industry Customers 120

Experience Matters

MARCH 17, 2015

Here’s the data snapshot description: In the first quarter of 2015, Temkin Group surveyed 207 respondents, each from a company with $500 million or more in annual revenues, about their customer experience efforts over the past year and their plans for 2015 and beyond.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Steve DiGioia

NOVEMBER 7, 2016

According to an American Express 2011 Survey, 3 in 5 Americans (59%) would try a new brand or company for a better service experience. “They’re too demanding; always have something negative to say and they look for discounts”. Well, have you ever tried to be your own customer?

Measurement 230

Measurement Customer Centricity Customers Retail 230

Experience Matters

MARCH 20, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. USAA has been hovering around the top of the banking list since 2011, but this is the first year that it actually took the top spot.

Banking 120

Banking Customer Experience Industry Groups 120

delighted

APRIL 19, 2019

Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty. What are customer relationship surveys?

Survey 40

Survey Measurement Customer Experience Effort Score 40

Experience Matters

MARCH 20, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. This is the second year in a row that Fidelity took the top spot; although, it still took second place every year between 2011 and 2013. in 2014 to 64.0%

Effort Score 120

Effort Score Customer Experience Financial Industry 120

ShepHyken

SEPTEMBER 10, 2021

Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ). Use customer surveys to improve customer insight and offerings. . Estimations show that about 78% of consumers on a transaction did not choose to make an intended sale. . Try to avoid being transactional.? .

Customer Experience 98

Customer Experience Self Service Advertising Customer Expectations 98

ijgolding

JANUARY 14, 2019

In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time. I have tried to feedback my dissatisfaction to KLM to no avail – in fact, the first time I did so on Twitter, they responded by sending me a Net Promoter Survey!!

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

Beyond Philosophy

JANUARY 15, 2022

Not only that, but a recent report from the American Customer Satisfaction Index (ACSI) suggests that only 30 percent of companies tracked by ACSI improved their score—since 2011. Complete this short survey. That means that 70 percent of companies either had flat results or saw a decline in customer satisfaction.

Customer Experience 68

Customer Experience CRM Customer Satisfaction Consulting 68

Customer Bliss

APRIL 24, 2018

When Amanda took on her role as general manager of c ustomer & partner experience in 2011, it was important to her that she understood how she would fit in with the culture of the organization and with leaders. Look for measurements that aren’t just survey based, find the right, actionable measurements.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

Confirmit

APRIL 2, 2020

Since Apple released Siri for iPhone back in 2011 voice assistants have become commonplace and on a daily basis, you might also interact with your TV remote control, games, and smart speakers like Alexa. What are the key benefits of voice enabling survey questions? Voice enabling your survey questions also ensures accessibility.

Fashion 52

Fashion Social Media Innovation Survey 52

COPC

MAY 19, 2023

Most CSAT surveys also include additional questions such as “ Was your issue resolved? in 2011 and became instrumental in driving customer experience improvements for clients across Australia, New Zealand, Indonesia, Singapore, Malaysia, Thailand, the Philippines, India, Sri Lanka, Hong Kong, USA, China and Korea.

NPS 69

NPS Net Promoter Score Effort Score Metrics 69

Confirmit

JANUARY 9, 2020

For example Forrester Research found that from 2011 to 2015 a group of CX leaders’ revenue outgrew the revenue from their CX laggard competitors by more than 5 to 1. Numerous studies support the validity of this statement, which has by now been proven time and time again in various industries.

Infographics 59

Infographics ROI Customer Experience Study 59

Comm100

FEBRUARY 1, 2023

In one study, 246 students were surveyed to learn how live chat for education impacted the learning experience. None of the online learners surveyed found live chat unsatisfactory as a communication tool. Digital channels expand access to student services For the students of today, the Internet has become a part of daily life.

Effort Score 216

Effort Score Wait Times Video Communication 216

Confirmit

NOVEMBER 7, 2018

PHLY has run its VoC activities with Confirmit since 2011. The program now spans six post-transaction surveys, a pop-up website survey, and an annual relationship survey. Overall, PHLY sought feedback from close to 300,000 people in 2017.

Insurance 40

Insurance Video Survey Feedback 40

Confirmit

NOVEMBER 7, 2018

PHLY has run its VoC activities with Confirmit since 2011. The program now spans six post-transaction surveys, a pop-up website survey, and an annual relationship survey. Overall, PHLY sought feedback from close to 300,000 people in 2017.

Insurance 40

Insurance Video Survey Feedback 40

ReviewTrackers

JULY 11, 2019

But if you’re in the business of selling cars, parts, or services, perhaps none of these sites is more important than the survey rating. Just last week, The Consumerist published a story about one particular Ford dealership, and how seriously – too seriously, in fact – it takes its customers’ survey ratings. Bad Survey Ratings?

Automotive 50

Automotive Survey Customer Satisfaction Customer Experience 50

ReviewTrackers

JULY 11, 2019

But if you’re in the business of selling cars, parts, or services, perhaps none of these sites is more important than the survey rating. Just last week, The Consumerist published a story about one particular Ford dealership, and how seriously – too seriously, in fact – it takes its customers’ survey ratings. Bad Survey Ratings?

Automotive 50

Automotive Survey Customer Satisfaction Customer Experience 50

Customer Guru

MAY 22, 2018

Source: Aon Hewitt European Manager Survey 2011. Here are a few easy ways to improve your employee engagement: Conduct periodic employee surveys. Also, many times, companies usually have surveys that garner data which is of no use. Surveys must have questions that are actionable. Aon Hewitt.

Employee Engagement 96

Employee Engagement Engagement NPS Survey 96

ProProfs Chat

JUNE 11, 2020

The 2011 movie “Moneyball” documented the introduction of this in Major League Baseball. Most survey maker tools will provide you with survey question examples that fit this balance and that you can include in your surveys. This data-driven model has even found its way into other industries.

Data 64

Data Net Promoter Score Study e-support 64

Opinionator

JUNE 27, 2019

Fortunately, research by Harris Interactive in 2011 answers this question. In the same annual survey, only half of the respondents rated the facilities at their workplaces as excellent or very good. Do you know if it is effective? 80% of all US adults regularly use public restrooms. How common is a dirty restroom.

Customer Retention 60

Customer Retention Feedback Video Report 60

Eptica

JANUARY 15, 2020

For example, 87% of brands surveyed by Eptica in 2011 offered email, this had fallen to just 64% in 2019. Make email easy to access Given the rise in email volumes , some companies have been tempted to switch off the channel or to restrict its use solely to customers.

Customer Service 99

Customer Service Self Service Knowledge Base Analysis 99

Esteban Kolsky

MARCH 2, 2016

While daily, weekly, and monthly use of social media channels doubled between 2011 and 2013, those same categories declined between 2013 and 2015, while the number of respondents who never use or are not offered social media customer service rose from 58 percent in 2013 to 65 percent in 2015. Source: NICE & BCG 2016 CUSTOMER SURVEY.

Customer Service 60

Customer Service Social Media Case Study Study 60

Customer Bliss

JANUARY 14, 2016

We originally focused on gaining a greater understanding of customers with data and information, and found we could have moderate success and make real changes for our customers based on the results of surveys and feedback. That said, Adobe is a company with deeply passionate customers, and we knew we needed to do more.

Connections 100

Connections Exercises Customers Metrics 100

Customer Bliss

JANUARY 14, 2016

We originally focused on gaining a greater understanding of customers with data and information, and found we could have moderate success and make real changes for our customers based on the results of surveys and feedback. That said, Adobe is a company with deeply passionate customers, and we knew we needed to do more.

Connections 100

Connections Customers Exercises Metrics 100

Feedback

NOVEMBER 24, 2016

With feedback coming from everywhere online (online reviews, social media comments, customer feedback surveys, among others), businesses can more easily and instantly gain access to “Voice of the Customer” data and use this to measure and optimize the overall customer experience.

Customer Experience Management 133

Customer Experience Management Customer Experience Management Feedback 133

West Monroe

APRIL 7, 2022

trillion in 2011 to $2.9 To better understand how the industry views the diligence process as it stands today—and its expectations for the future—we surveyed 100 members of PE investment and portfolio operating teams from U.S. Introduction. trillion in 2020. However, this approach has not come easily to most.

Entertainment 52

Entertainment Analysis Analytics Trends 52

Daniel Group

FEBRUARY 5, 2021

They discuss how Butler “realized years ago it isn’t just about the scores in those surveys, it’s about how we’re treating customers. Butler’s a client of ours since 2011. And we realized years ago it isn’t just about the scores in those surveys, it’s about how we’re treating customers.

Effort Score 111

Effort Score Leadership Groups Communication 111

Chadwick Martin Bailey

DECEMBER 22, 2015

While Cyber Monday sales were the highest since its debut in 2005, Black Friday sales were at their lowest since 2011. We all know how many elves flew (or didn’t) off the shelves, but to learn more about consumer holiday shopping behaviors, we partnered with Research Now for a quick survey of smartphone owners, ages 18 and up.

Ecommerce 52

Ecommerce Retail Customer Journeys Sales 52

Customer Bliss

JULY 26, 2018

Since he wanted to conduct surveys across the silos and multiple departments to determine what the focus should be, he used some of the research he found to help determine what type of questions to ask for surveys he wanted to disseminate across the agencies. . Determine your positioning and communicate the story.

Government 111

Government Chief Customer Officer How To Roadmap 111