Driverless Cars: Are Consumers Ready?

QuestionPro Audience

Bloomberg reports that “Unlike Google and Tesla, Uber has no intention of manufacturing its own cars, Kalanick says. Forbes reported that “Last year, security experts proved in a controlled test that they could use the Internet to take control of a car as it was driven down the road.

25 Secrets CX Analytics Reveal about Hospitality & Restaurant Consumers Report

NetBase

When offering a top-notch experience is your product, you’ve got your work cut out for you in today’s consumer-empowered climate. Here are some highlights from the NetBase report 2019 Hospitality & Restaurants: 25 Secrets Unlocked by Customer Experience Analytics.

How a 10-page Report Can Help You Win Your Customer

Heart of the Customer

Guest authors Corey Pawlak, Cathy McLane and Nicole Newton will share their expertise in recruiting and interviewing B2B customers, why 10-page reports are better […]. The post How a 10-page Report Can Help You Win Your Customer appeared first on Heart of the Customer. This post, written by Heart of the Customer Program Manager Cathy McLane, is the second in a week-long series about some of the ways journey mapping differs from traditional market research.

Blockchain: 4 Ways it Benefits Consumers

QuestionPro Audience

According to a study conducted by HSBC , 59% of consumers said they’d never heard of blockchain technology, and 80% of those who had heard of it didn’t understand what it is. Never fear—we’re going to break it down for you while we explore 4 ways consumers will benefit from Blockchain.

The Health of the Contact Center: Are You Ready for 2019?

Eight out of 10 consumers will pay more for a great customer. experience, but 56 percent of consumers still switched service providers in the last year alone. And it’s true: the report data also shows that call volume.

Businesses Are Confident in AI — But Consumers Are More Cautious

NICE Systems

But consumers are more cautious. Then, we compared business responses with what more than 2,400 consumers told us about their actual service experiences in our 2018 study. Businesses are confident in chatbots’ ability to make it easier for consumers to get their issues resolved, and consumers are less certain. Businesses are enthusiastic about consumer use of at-home virtual assistants for customer service, and consumers less so.

Report: 2015 Temkin Experience Ratings

Experience Matters

consumers to rate 293 organizations across 20 industries (we added utilities this year). consumers to rate their recent interactions with 293 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion.

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Online consumer research panels – A hot topic in every industry

QuestionPro Audience

What are online consumer research panels? Why are online consumer research panels necessary: How listening and capturing authentic insights from your online consumer research panel helps: Shifting online consumer panel insights to action. Content Index.

How New Year’s Resolutions Impact Consumer Buying Behavior

QuestionPro Audience

January 1 marks not just the beginning of many consumer’s journeys to their goals, but also a turning point for industries that stand to profit from these sudden shifts in consumer behavior. Audience Mobile consumer behavior consumer insights

Report: Temkin Loyalty Index, 2016

Experience Matters

We published a Temkin Group report, Temkin Loyalty Index, 2016. consumers to 294 companies across 20 industries. consumers feel towards 294 companies across 20 industries. This is the second year of this study that examines the loyalty of U.S. Here’s the executive summary: The 2016 Temkin Loyalty Index (TLi) evaluates how loyal 10,000 U.S. To determine companies’ TLi, we […]. Benchmarks Customer experience Temkin Group Research loyalty

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Study: The Health of the Contact Center

Eight out of 10 consumers will pay more for a great customer. experience, but 56 percent of consumers still switched service providers in the last year alone. And it’s true: the report data also shows that call volume.

2018 Home Renovation Report: Homeowner Trends, Spending and Priority Projects

QuestionPro Audience

To view our infographic with full report findings, click here. . While President Trump can be a controversial topic, only 28% report taking the presidential administration into consideration before making home improvement plans. Download the full infographic report here.

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Report: ROI of Customer Experience, 2015

Experience Matters

We published a Temkin Group report, ROI of Customer Experience, 2015. consumers that describes both their experiences with and their loyalty to 293 companies across 20 industries. Download report for $295.

ROI 336

Report: ROI of Customer Experience, 2018

Experience Matters

We just published a Temkin Group report, ROI of Customer Experience, 2018. consumers describing both their experiences with and their loyalty to different companies. There’s a 21-point difference in Net Promoter Score between consumers who’ve had a very good experience with a company and Read More. The post Report: ROI of Customer Experience, 2018 appeared first on Customer Experience Matters®.

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Report: 2015 Temkin Loyalty Index

Experience Matters

We published a Temkin Group report, 2015 Temkin Loyalty Index. This report ranks the loyalty of consumers to 293 companies across 20 industries. consumers to 293 companies across 20 industries. Download report for $395. includes report plus dataset in Excel).

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

A recent report found. that 59 percent of consumers and. This report from. Not only that, another report revealed that. consumer. management, voice-of-the-customer (VoC) analytics and advanced reporting–that transforms the contact center into a customer.

Consumer Love In Australia – Our Latest Brand Passion Report

NetBase

Geography is an important social analytics metric – that’s why we venture near and far in our quest to understand consumer love for brands. But that’s exactly the point of a Brand Passion Report.

Report: Temkin Loyalty Index, 2016

Experience Matters

We published a Temkin Group report, Temkin Loyalty Index, 2016. consumers to 294 companies across 20 industries. consumers feel towards 294 companies across 20 industries. This is the second year of this study that examines the loyalty of U.S. Here’s the executive summary: The 2016 Temkin Loyalty Index (TLi) evaluates how loyal 10,000 U.S. To determine companies’ TLi, we […]. Benchmarks Customer experience Temkin Group Research loyalty

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Car-Shopping in 2018: Consumer Insight

QuestionPro Audience

Buying a car used to be a rite of passage in an American’s life, but after seven straight years of growth in new vehicle sales, 2017 reported a decline of 1.8% , with 17.2 Consumers looking to purchase new cars typically start at a third-party site (41%) and end at a dealership site (45%).

Changes For the Consumer Packaged Goods Industry

QuestionPro Audience

Consumers today are turning away from the mass-produced pantry staples of national packaged brands and turning to healthier, local and more “authentic” food. Now that the diet trend has shifted to low carb/protein, Special K is losing traction with consumers. The U.S.

Report: Net Promoter Score Benchmark Study, 2018

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. consumers. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty.

NEW REPORT: 63% of UK Consumers Have Left a Brand Due to Poor Customer Service

Tricia Morris

With the Institute of Customer Service reporting that customer satisfaction in the U.K. brands and organizations to know as much as possible about consumers and their growing expectations for service across channels.

Report: Net Promoter Score Benchmark Study, 2015

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. consumers. For most industries, older consumers gave companies a higher NPS, while younger consumers gave companies a lower NPS. Download report for $495. Download report for $495.

NEW REPORT: 98% of U.S. Consumers Say Customer Service is Important in Choice of, Loyalty to Brands

Tricia Morris

State of Multichannel Customer Service Report published by Microsoft Dynamics CRM and Parature, from Microsoft shows that consumers now use at least four different channels regularly when interacting with a brand or organization for customer-related questions and issues.

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Report: 2018 Temkin Experience Ratings (U.S.)

Experience Matters

consumers to rate their recent interactions with 318 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion. The post Report: 2018 Temkin Experience Ratings (U.S.) 2018 marks the eighth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. To generate these Ratings, we asked 10,000 U.S.

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Report: ROI of Customer Experience, 2016

Experience Matters

We published a Temkin Group report, ROI of Customer Experience, 2016. consumers that describes both their experiences with and their loyalty to different companies. […]. This research shows that CX is highly correlated to loyalty across 20 industries. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S.

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Report: ROI of Customer Experience, 2014

Experience Matters

We just published a Temkin Group report, ROI of Customer Experience, 2014. consumers describing their experiences with and their loyalty to 268 companies. This report also includes a five-step approach for building a model that estimates the value of CX for your organization.

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2018 Consumer Experience Analytics Report Reveals Gaps Brands Must Fill

NetBase

The 2018 Consumer Experience Analytics Report highlights the ways brands are on target – and the areas where they need to better their aim. For now let’s talk about why surveys don’t provide the best consumer insights.

Generation Z statistics: New report on the values, attitudes and behaviors of the post-Millennials

Vision Critical

By 2020, Generation Z will account for 40 percent of all consumers in the U.S. The report, The Everything Guide to Generation Z , provides statistics and insight for marketers, customer experience and innovation pros in all major industries.

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Report: Net Promoter Score Benchmark Study, 2016

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. consumers. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 315 companies across 20 industries based on a study of 10,000 U.S. Here’s the executive summary: As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group […].

Report: Temkin Loyalty Index, 2017

Experience Matters

We published a Temkin Group report, Temkin Loyalty Index, 2017. consumers to 329 companies across 20 industries. Download report for $295 (Includes report plus dataset in Excel. xls)) Temkin Group’s TLi is based on evaluating consumers’ likelihood to Read More. The post Report: Temkin Loyalty Index, 2017 appeared first on Customer Experience Matters®. This is the third year of this study that examines the loyalty of 10,000 U.S.

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Report: Channel Preferences Benchmark, 2018

Experience Matters

consumers about their channel preferences when performing 12 different activities – such as selecting a life insurance policy or applying for a new credit card – and compared their responses to the results of a similar study we conducted in Q3 2016. The post Report: Channel Preferences Benchmark, 2018 appeared first on Customer Experience Matters®. We just published a Temkin Group data snapshot, Channel Preferences Benchmark, 2018.

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Report: 2016 Temkin Experience Ratings

Experience Matters

consumers to rate 294 organizations across 20 industries. We published the 2016 Temkin Experience Ratings, the most comprehensive benchmark of customer experience. In the sixth year of the Ratings, we analyze feedback from 10,000 U.S. Here’s the executive summary: 2016 marks the sixth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. This year, […].

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Report: Economics of Net Promoter, 2015

Experience Matters

We just published a Temkin Group report, Economics of Net Promoter, 2015. We asked thousands of consumers to give an NPS to 293 companies across 20 industries, and then we examined the connection between NPS and four key areas of loyalty. Download report for $295.

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Consumer Trends Taking Over the Food Industry This Summer

QuestionPro Audience

The food and beverage industries count on American consumers purchasing traditional barbecue fare such as burgers, hot dogs, and beer. As consumers focus on more health-friendly options, smart bun brands are altering their strategies to keep up with the changing market.

Report: Net Promoter Score Benchmark Study, 2014

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. consumers. For most industries, the average NPS is highest with older consumers and is lowest with younger consumers. Download report for $495. includes report plus dataset in Excel).

Report: Lessons in CX Excellence, 2015

Experience Matters

We just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. The report, which is 98 pages long, includes an appendix with the finalists’ nomination forms.

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