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MAY 3, 2020

ReportsOur 2020 research reveals a new outlook on the CX space and how to thrive in it.

Report 286

Report B2B Customer Experience How To 286

SurveyGizmo

OCTOBER 27, 2022

Combined reporting is best done with surveys that do not change over time – such as C-SAT, NPS®, and even Employee Experience surveys. Next, create a Standard Report on any one of your identical surveys and click Combine Results located in the upper right-hand corner of your report.

Report 79

Report NPS Net Promoter Score Data 79

SurveyGizmo

OCTOBER 28, 2022

New Theme Simplifies Production of Elegant Reports. With the October product release, Alchemer users now have access to a new default theme for their Standard Reports. This new theme brings a modern linear color scheme to the Standard Report. Customizing Reports.

Report 52

Report Guidelines Brands Customer Experience 52

Storyminers

AUGUST 26, 2020

While there are several definitions available, in this report CX is described as the collection of a customer’s interactions with a company, its products, and services over the course of the customer-company relationship.[1]. Read the full report here. What is CX?

Report 158

Report Competitive Advantage Interaction Analysis 158

Advertiser: Vanilla Forums

We surveyed more than 600 consumers about their perceptions of the community experience. Our aim? To reveal how community can impact business-focused objectives. Get your free copy of this research report today to find out how customer expectations can be addressed and how it can affect your brand’s bottom line.

Customer Expectations

Experience Matters

JULY 9, 2019

Learn how to adopt the discipline of Experience Management in this free report. The post Operationalizing XM: The Report appeared first on Experience Matters. Operationalizing XM | Qualtrics. Customer experience Six XM Competencies XM - Experience Management

Report 148

Report How To Management Customer Experience 148

SurveyGizmo

SEPTEMBER 9, 2022

The Alchemer product team is pleased to announce recent updates to the Alchemer platform that deliver improved performance and new Shared Report features. . Status updates have also been added so that you can easily track which Shared Report links are active or expired. .

Report 52

Report Data Survey Feedback 52

Experience Matters

APRIL 12, 2017

We just published a Temkin Group report, Humanizing Digital Interactions. Emotions play an integral role in how customers make decisions and form judgments. This means that how a customer feels about an interaction with a company has an enormous impact on his or her loyalty to that company. However, companies tend to ignore customer emotions, […].

Interaction 177

Interaction Report Groups Loyalty 177

Storyminers

FEBRUARY 19, 2021

This recent report by North Ridge has many of the basic statistics and proof points you’ll need to put together your own best case for customer experience. Click on the link at the bottom to read the full report. Read the full report here.

Report 151

Report Customer Experience Tools Loyalty 151

Experience Matters

NOVEMBER 15, 2016

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

Report 220

Report Loyalty Groups Study 220

Advertiser: Vanilla Forums

Customer experience expectations are ever-changing so understanding what they are is crucial to the success of your brand. Get a copy of the free report from Vanilla Forums today to find out how customer expectations can be addressed through community and how community can affect your brand’s bottom line.

Customer Expectations

Experience Matters

SEPTEMBER 11, 2017

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years. Here’s the executive summary: For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors.

B2B 258

B2B Report NPS Customer Experience 258

Experience Matters

NOVEMBER 6, 2017

We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. In this report, we provide a blueprint that organizations can follow to create an actionable CX metrics program. The post Report: Five Steps For Building A Strong CX Metrics Program appeared first on Customer Experience Matters®.

Metrics 325

Metrics Report Measurement Groups 325

Experience Matters

AUGUST 21, 2018

We just published a Temkin Group report, ROI of Customer Experience, 2018. The post Report: ROI of Customer Experience, 2018 appeared first on Customer Experience Matters®. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. consumers describing both their experiences with and their loyalty to different companies.

ROI 206

ROI Report Net Promoter Score Customer Experience 206

Experience Matters

NOVEMBER 15, 2016

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

Report 195

Report Loyalty Study Consumers 195

Advertiser: Vanilla Forums

Online communities provide a wealth of benefits for organizations. In collaboration with the Community Roundtable, we have provided you with a comprehensive summary of The State of Community Management 2020. Get a free copy today!

Management

Experience Matters

MARCH 3, 2015

Download report for Free You can also download the dataset in Excel for $395. Here’s how the industries compare with each other: Download report for FREE. We published the 2015 Temkin Experience Ratings , the most comprehensive benchmark of customer experience. In the fifth year of the Ratings, we analyze feedback from 10,000 U.S. consumers to rate 293 organizations across 20 industries (we added utilities this year).

Report 254

Report Groups Customer Connectedness Customer Experience 254

IntouchInsight

JUNE 3, 2020

Read about the findings from the large-scale survey we conducted in early May, on changes to consumer behaviors since the inception of COVID-19. Leveraging our platform, we received over 2000 responses and identified some pretty amazing findings

Report 165

Report Consumers Survey 165

Clarivate

JULY 28, 2022

Today we release our annual Innovators to watch report, identifying the companies and institutions whose historical performance demonstrates potential entry to the annual list of Top 100 Global Innovators from Clarivate. The post Innovators to watch 2022 [REPORT] appeared first on Clarivate.

Report 52

Report Innovation Automotive Analysis 52

West Monroe

JANUARY 17, 2022

GET THE FULL REPORT. × Report Perspective Emerging Tech Industry Transformation Leadership Digital & Technology

Report 83

Report Survey Industry Technology 83

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Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

Report

Experience Matters

MARCH 20, 2018

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. consumers to rate their recent interactions with 318 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion.

Report 205

Report Airlines Groups Customer Connectedness 205

Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. 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.

Net Promoter Score 183

Net Promoter Score Study Report NPS 183

Experience Matters

OCTOBER 24, 2016

We published a Temkin Group report, ROI of Customer Experience, 2016. 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. consumers that describes both their experiences with and their loyalty to different companies. […].

ROI 235

ROI Report Customer Experience Measurement 235

Experience Matters

OCTOBER 20, 2015

We published a Temkin Group report, ROI of Customer Experience, 2015. This report also includes a five-step approach for building a model that estimates the value of CX for your organization. Download report for $295. To see the customer experience levels of all 293 companies, download to the free 2015 Temkin Experience Ratings report. This research shows that CX is highly correlated to loyalty across 20 industries.

ROI 258

ROI Report Net Promoter Score Customer Experience 258

Advertiser: ZoomInfo

As buyer expectations continue to heighten, marketing and sales teams are feeling pressured to deliver authentic messaging to buyers at every point of their customer journey. This report aims to highlight the current state of B2B database and contact acquisition strategies, and organizations’ goals to leverage data to fuel their go-to-market strategies in 2020 and beyond.

Report

Experience Matters

JANUARY 31, 2017

We just published a Temkin Group report, Engaging A Tethered Workforce. Here’s the executive summary: Companies across a number of industries create and deliver customer experiences (CX) through a combination of traditional employees and other workers who they do not directly control – such as contractors or employees of channel partners or outsourcing partners. Despite […].

Report 163

Report Engagement Groups Industry 163

Experience Matters

DECEMBER 6, 2017

We published a Temkin Group report, The State of CX Metrics, 2017. The post Report: The State of CX Metrics, 2017 appeared first on Customer Experience Matters®. Temkin Group surveyed 169 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve conducted annually since 2011.

Metrics 192

Metrics Report Measurement Groups 192

Experience Matters

NOVEMBER 18, 2015

We published a Temkin Group report, 2015 Temkin Loyalty Index. This report ranks the loyalty of consumers to 293 companies across 20 industries. Download report for $395. includes report plus dataset in Excel). Download report for $395. includes report plus dataset in Excel). If you want to know what data is included in this report and dataset, download this sample Excel dataset file.

Report 188

Report Loyalty Groups Customer Connectedness 188

Experience Matters

JANUARY 23, 2018

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. Here’s the executive summary: In Q3 2017, we surveyed 10,000 U.S.

Report 143

Report Insurance Policies Study 143

Advertiser: ZoomInfo

In 2019, DiscoverOrg commissioned Forrester Consulting to evaluate sales and marketing intelligence practices in the B2B space. The primary takeaway? Forrester found only 1.2% of companies achieved a score indicating maturity in data management practices. However, organizations are fighting back - and winning.

Sales

Experience Matters

OCTOBER 11, 2016

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. 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. consumers. Here’s the executive summary: As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group […].

Net Promoter Score 222

Net Promoter Score Study Report NPS 222

Clarivate

JUNE 21, 2022

Each year, the Journal Citation Reports (JCR) release provides a summary of the network of scholarly citations from the prior year of Web of Science coverage. What might this mean for the 2022 Journal Citation Reports?

Report 109

Report Comparison Metrics Conference 109

Heart of the Customer

MAY 1, 2019

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.

Report 89

Report Tips Marketing Management 89

Experience Matters

DECEMBER 16, 2014

We published a Temkin Group report, The Future of Customer Experience Insights. The report identifies five trends that will redefine the value and role of customer feedback and insights. The report includes a readiness checklist for companies to assess their current customer insights efforts. Download report for $195. Here’s an overview of the five customer insights trends: Download report for $195.

Report 257

Report Customer Experience Groups Customer Connectedness 257

Advertiser: ZoomInfo

In 2022, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!

Report

Experience Matters

MARCH 8, 2016

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. consumers to rate 294 organizations across 20 industries. 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, […].

Report 191

Report Groups Industry Customer Connectedness 191