IntouchInsight

SEPTEMBER 5, 2023

A recent survey of 1,894 everyday consumers across North America revealed that 74% of customers feel technology has made dining at restaurants more convenient.

Study 303

Study Innovation Survey Consumers 303

InMoment XI

FEBRUARY 9, 2024

At the same time, we’re seeing a massive shift in the way consumers want to browse and buy vehicles. Integrated CX platforms, powered by AI, pull customer signals from various sources, such as purchase history, past engagements, surveys, ratings and reviews, and social media interactions. A survey from J.D.

Automotive 260

Automotive Customer Journeys Chatbots Ecommerce 260

QuestionPro Audience

MAY 24, 2018

Privacy and security are definitely at the forefront of consumers’ minds in today’s digital era. Brands need to be cognizant of consumers’ feelings about the security of their personal information and online behaviors. Almost 70% of American adults report using at least one social media platform, according to a study by Pew Research.

Consumers 207

Consumers Data Social Media Study 207

InMoment XI

FEBRUARY 7, 2024

The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty. According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. Instead, 71% of consumers expect personalization from the businesses they choose.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond.

Hospitality 260

Hospitality Call Center Retail NPS 260

InMoment XI

JANUARY 3, 2024

If you received an invitation to take a survey, you would probably be more likely to actually participate if the topic of the survey interested you. Like all other methods of sampling, voluntary surveys have their pros and cons. That’s the heart of voluntary response sampling. Why Is Voluntary Response Sampling Biased?

Survey 324

Survey Social Media Retail Customer Satisfaction 324

SurveySparrow

JANUARY 30, 2022

Why are consumer behavior survey questions important? By studying who their consumers are, and the factors that influence consumer behavior, marketers can present their products and services in a way that grabs their attention and gives the most value. The habits that drive each stage of the consumer journey.

Consumers 52

Consumers Survey Examples Social Media 52

GetFeedback

MARCH 11, 2019

SMS surveys — also known as text message surveys — are perfect for reaching those customers always on the go. And according to a study conducted by the University of Michigan, people are more likely to give accurate feedback over text. We’ll start with SMS survey best practices. SMS survey best practices.

Survey 170

Survey Wireless Feedback Consumers 170

QuestionPro Audience

FEBRUARY 24, 2021

Data cleansing is a vital activity before drawing conclusions from any survey responses and certainly before decision-making. Clean survey data boosts data analysis and helps you uncover relevant information – information that you can base your decisions on. Three-level survey data quality control system.

Survey 195

Survey Data Analysis Measurement 195

Retently

MARCH 2, 2023

While talking to every customer personally is almost impossible, CX surveys take this function on. Still, although 71% of consumers expect a personalized experience, most of them are unwilling to spend time responding to an endless stream of questions. What is a 5-star survey? So, what are some good survey questions to ask?

Survey 158

Survey Effort Score Ecommerce Customer Satisfaction 158

TechSee

OCTOBER 21, 2020

Many companies have been forced to adapt their support models to meet consumer expectations for service delivery. Back in May 2020, when the pandemic raged and safety was top of mind for millions, we carried out an in-depth study to explore consumer sentiment about technical support and residential technician visits.

Customer Expectations 207

Customer Expectations Survey Consumers Innovation 207

BirdEye

SEPTEMBER 6, 2023

Birdeye’s latest data report explores the significance of online reviews in consumer decision-making processes and sheds light on how the reputation of a multi-location business impacts its selection in local markets. Table of contents Key Findings: How frequently do consumers shop locally? Does reputation affect consumer choices?

Consumers 116

Consumers Report Multi-Channel Data 116

Experience Matters

OCTOBER 2, 2017

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S.

Net Promoter Score 133

Net Promoter Score Study Report NPS 133

QuestionPro Audience

SEPTEMBER 27, 2018

In a recent study conducted by market research firm, Attest, 26% of businesses surveyed said they do not gauge the market before launching a new product or service. 16% said market research is too time consuming, 35% claimed market research was irrelevant to their business, and 21% said they cannot afford it.

Survey 170

Survey Marketing Study Groups 170

GetFeedback

JUNE 11, 2019

Deloitte’s study integrated data from 800 consumers, a 12-person online panel, and analyzed 91 million social media posts as well as 2,090 completed Voice of the Customer surveys. However, Deloitte found that consumers usually use an overarching cycle to establish their feelings about a brand.

Loyalty 170

Loyalty Study Connections Loyalty Programs 170

QuestionPro Audience

JUNE 3, 2019

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. Different types of online consumer research panels. Definition.

Consumers 191

Consumers Industry Self Service Advertising 191

GetFeedback

AUGUST 3, 2018

However, most are stuck using outdated feedback methods (think receipt questionnaires and kiosk surveys) designed to collect mass feedback rather than reveal key customer experience issues. Generic and impersonal, these point-of-sale surveys do a poor job of uncovering meaningful insights. Why point-of-sale surveys don’t always work.

Survey 199

Survey Sales Retail Social Media 199

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

QuestionPro Audience

AUGUST 10, 2020

Market research has been around for long and has helped many industries grow by grabbing the right opportunities based solely on consumer feedback. Like everything else, consumer research, too, had advanced over the years, coming a long way from legacy survey distribution methods. Email your research surveys.

Tips 352

Tips Marketing Gamification Social Media 352

NICE inContact

APRIL 30, 2019

But consumers are more cautious. We surveyed more than 900 contact center leaders across the US, UK and Australia, asking them their opinions about various aspects of the customer service experience, including AI. Businesses are enthusiastic about consumer use of at-home virtual assistants for customer service, and consumers less so.

Consumers 149

Consumers Contact Center Chatbots Innovation 149

Experience Matters

APRIL 16, 2018

Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes. The TWBi is based on a survey of 10,000 U.S. consumers in January. Consumers Experiences Major Decline appeared first on Customer Experience Matters®.

Consumers 149

Consumers Financial Study Groups 149

Feedbackly

NOVEMBER 24, 2022

Surveys are a way to gather feedback, but if you bombard your customers with incessant surveys, it deviates from the purpose. Research on survey fatigue shows that nearly 70% of respondents tend to abandon the survey incompleted. So, don’t let surveys be the sour grapes of your brand. Timely appearance.

Survey 97

Survey How To Touchpoint Customer Journeys 97

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

C3Centricity

FEBRUARY 13, 2024

Indeed, a survey by Salesforce reported that 76% of consumers expect companies to understand their needs and expectations. A study by Bain & Company revealed that companies embracing lean management and continuous improvement techniques saw a 20% increase in customer satisfaction and a 35% growth in financial performance.

Customer Insights 226

Customer Insights Feedback Social Media Customer Satisfaction 226

Lumoa

DECEMBER 19, 2023

However, manually sifting through and evaluating this feedback can be incredibly time-consuming. Firstly, it is time-consuming and labor-intensive, making analyzing large volumes of data impractical. Traditional manual analysis of extensive text data is impractical and time-consuming.

Analysis 208

Analysis Social Media Trends Feedback 208

NICE inContact

JUNE 5, 2019

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. Businesses are very confident while consumers are proceeding with caution. You can read more about this study here.

Consumers 136

Consumers Chatbots Contact Center ROI 136

Second to None

JUNE 19, 2020

How has consumer behavior shifted through this pandemic? Consumer behavior has indefinitely changed during COVID-19. People are consuming time on the internet for longer periods of time and are seeking fresh ways of interacting with businesses. That’s a lot of change to embrace. Greater interactions with local businesses.

Consumers 93

Consumers Retail Study Customer Journeys 93

NICE inContact

OCTOBER 15, 2018

Can your contact center keep up with changing consumer demands? The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 122

Contact Center Consumers Self Service Chatbots 122

SurveySparrow

OCTOBER 3, 2023

Research sampling is the method of selecting a subset from a larger population to draw conclusions without studying every element. You should consider using advanced survey platforms to collect data for your research. You can create engaging surveys, collate feedback and data, analyze and take action based on the rich insights!

Survey 52

Survey Study Groups CRM 52

AskNicely

DECEMBER 28, 2018

Having top-notch NPS survey response rates help ensure a true representation of loyalty and sentiment along your customers’ journey. An advantage of a simple, quick NPS survey is that it garners higher response rates from customers and clients. Can an NPS Survey Subject Line Really Affect The Response Rate? Relevance.

NPS 150

NPS Survey Net Promoter Score Study 150

QuestionPro Audience

AUGUST 9, 2021

Have research budgets ever stalled your study before? Gathering audiences online can get expensive and time-consuming, leaving researchers to compromise on the sample size they initially set. Moreover, are you running a simple gen pop study that does not require you to pay exorbitant fees for respondents? Why $1 pricing?

Study 195

Study Survey Groups Software 195

Oracle

JULY 7, 2020

With so many more people at home working, studying, and finding entertainment across devices, the way consumers are behaving and interacting with brands is changing. Here are 3 key areas where consumer behavior is shifting, and how you can modify your strategy to accommodate. Consumer spending centers on essentials.

Consumers 98

Consumers Entertainment Ecommerce Fashion 98

NICE inContact

JUNE 7, 2018

According to the NICE inContact CX Transformation Benchmark Study , consumers rated customer service 17 percent lower, on average, across more than 10 channels, than businesses rated their own success in meeting customer needs. In fact, of the consumers surveyed, 21 percent rated personalization their top priority.

Omni-Channel 120

Omni-Channel Consumers Customer Experience Social Media 120

ProProfs Chat

FEBRUARY 1, 2019

Social media has quickly grown up to become the best tool to gain a clearer picture of what consumers want. Once you see the benefits of social media and create a plan of action, customer surveys become more effective and insightful. Most consumer surveys are written keeping in mind a specific goal.

Social Media 56

Social Media Survey Consumers Trends 56

Experience Matters

APRIL 18, 2017

Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes. The TWBi is based on a survey […]. To gauge the overall quality of life for the U.S.

Consumers 120

Consumers Study Groups Survey 120