Experience Matters

MARCH 29, 2017

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2017. This is the sixth year that we’ve published the benchmark of U.S. The research is based on an online survey on Q3 2016. Take a look at our Employee Engagement Resource Page). For the sixth year in a row, Temkin Group used the […].

Employee Engagement 120

Employee Engagement Study Report Engagement 120

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.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

FEBRUARY 16, 2016

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2016. This is the fifth year that we’ve published the benchmark of U.S. The research is based on an online survey on Q3 2015. Take a look at our Employee Engagement Resource Page).

Employee Engagement 120

Employee Engagement Study Report Engagement 120

Experience Matters

OCTOBER 13, 2015

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. This is the fourth year of this study that includes Net Promoter® Scores (NPS®) on 291 companies across 20 industries based on a study of 10,000 U.S. See the NPS Benchmark Studies from 2012 , 2013 , and 2014. Download report for $495.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

FEBRUARY 17, 2015

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2015 , which is our annual analysis of U.S. Download report for $195. This is the fourth year that we’ve released this study (see 2012 study , 2013 study , and 2014 study ). Download report for $195.

Employee Engagement 120

Employee Engagement Study Report Engagement 120

CloudCherry

FEBRUARY 26, 2019

Key Takeaways from Forrester Report on the State of Customer Analytics. The findings of the 2018 Forrester Report on the State of Customer Analytics are based on an online survey in which 144 North American analytics and measurement pros , from a broad set of industries, took part. Data Challenges that persist.

Analytics 256

Analytics Report Analysis Study 256

Uniphore

JULY 1, 2021

There have been many studies that document the state of the contact center and the mental health of contact center agents during the pandemic. Jacada reports that contact center employees are increasingly resorting to social networks to both vent out and seek help from peers. Kumaran Shanmuhan, Chief Growth Officer at Jacada.

Social Media 218

Social Media Call Center Study Contact Center 218

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. To determine companies’ TLi, we […].

Loyalty 270

Loyalty Report Groups Study 270

Experience Matters

DECEMBER 6, 2017

We published a Temkin Group report, The State of CX Metrics, 2017. 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. Only one out of five companies earned at least Read More.

Metrics 228

Metrics Report Groups Study 228

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

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.

Report 325

Report Customer Connectedness Customer Experience Trends 325

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? Journal Citation Reports can help you understand key citation impact trends to inform your publishing strategy.

Report 138

Report Metrics Comparison Study 138

Experience Matters

SEPTEMBER 9, 2014

We just published a Temkin Group report, ROI of Customer Experience, 2014. This report also includes a five-step approach for building a model that estimates the value of CX for your organization. Download report for $395. Here’s the first figure in the report: Download report for $395.

ROI 316

ROI Report Net Promoter Score Customer Experience 316

Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). Here’s a little bit about what we learned from the annual report. This aligns well with the results from this year’s study. of CS leaders reported theirs at $200,000 or less. No, I don’t mean the new season of White Lotus.

Study 98

Study Leadership Customer Success Industry 98

Experience Matters

MARCH 27, 2018

We just published a Temkin Group report, State of the CX Profession, 2018. This is the fifth year that we’ve examined the roles of CX professionals and the third year that we’ve done a compensation study. This report also includes a compensation study, which is Read More.

Report 149

Report Customer Experience Professionals Study Groups 149

GetFeedback

JUNE 11, 2019

According to Exploring the Value of Emotion-driven Engagement, a new report from Deloitte Digital, brands can build impressive levels of customer loyalty by connecting emotionally with their audiences. According to Deloitte’s report, trust is built because people know what to expect from someone else.

Study 170

Study Loyalty Connections Loyalty Programs 170

InMoment XI

APRIL 5, 2024

Response bias is our human tendency to self-report inaccurate (or even false) answers to survey questions. It doesn’t matter if it’s intentional or accidental—if humans are inaccurately reporting on their experiences, this false information can negatively affect the data gathered from your survey. How Common Is Response Bias?

Feedback 260

Feedback How To Survey Exercises 260

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. To read the full report, download our free guide today.

Consumers 116

Consumers Report Multi-Channel Data 116

Experience Matters

JULY 23, 2018

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. The post Report: Employee Engagement Competency & Maturity, 2018 appeared first on Customer Experience Matters®. We also asked survey respondents to complete Temkin Group’s Employee Engagement Competency & Maturity (EECM) Assessment.

Employee Engagement 150

Employee Engagement Report Engagement Groups 150

ChurnZero

NOVEMBER 11, 2022

These are just some of the findings in this year’s Customer Success Leadership Study, ChurnZero’s third annual report on the top trends and opportunities in Customer Success, presented in partnership with ESG and sponsored by Higher Logic Vanilla and involve.ai. of Customer Success teams now report into the C-suite.

Study 98

Study Leadership Trends Customer Success 98

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies.

Metrics 185

Metrics Report Groups Study 185

Experience Matters

JUNE 4, 2018

We then compared results with similar studies we’ve conducted over the previous seven years. Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerably higher percentage than in other industries.

Report 185

Report Study Industry Interaction 185

Experience Matters

JANUARY 23, 2018

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

Report 154

Report Insurance Policies Groups 154

InMoment XI

MAY 25, 2012

I came across a study that was done by Booz & Co. entitled the US Automotive Industry Study and Confidence Index. The sub-title is A Return to Optimism and the report does a nice job at covering some of the more salient issues facing the industry. The link is: [link] Topics covered include: 1. View Article.

Study 200

Study Industry Automotive Report 200

InMoment XI

MAY 25, 2012

I came across a study that was done by Booz & Co. entitled the US Automotive Industry Study and Confidence Index. The sub-title is A Return to Optimism and the report does a nice job at covering some of the more salient issues facing the industry. The link is: [link] Topics covered include: 1. View Article

Study 200

Study Industry Automotive Report 200

InMoment XI

MAY 25, 2012

I came across a study that was done by Booz & Co. entitled the US Automotive Industry Study and Confidence Index. The sub-title is A Return to Optimism and the report does a nice job at covering some of the more salient issues facing the industry. The link is: [link] Topics covered include: 1. View Article

Study 200

Study Industry Automotive Report 200

Experience Matters

OCTOBER 24, 2017

We published a Temkin Group report, Temkin Loyalty Index, 2017. This is the third year of this study that examines the loyalty of 10,000 U.S. Download report for $295 (Includes report plus dataset in Excel. The post Report: Temkin Loyalty Index, 2017 appeared first on Customer Experience Matters®.

Loyalty 133

Loyalty Report Groups Study 133

Clarivate

NOVEMBER 28, 2023

To highlight fast-moving and emerging specialty areas of science, Clarivate has once again partnered with the Chinese Academy of Sciences (CAS) in a yearly report on the hottest fields in science, including data on the countries and institutions producing the work.

Report 59

Report Analysis Comparison Course 59

InMoment XI

SEPTEMBER 27, 2023

NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries. When we delve into the study’s top performers, NFU Mutual emerges as the leader, followed closely by LV=, Saga, and Bupa.

Insurance 260

Insurance NPS Net Promoter Score Loyalty 260

Zonka Feedback

JUNE 12, 2023

Make it easy for your customers and internal teams to report bugs and streamline the Bug Reporting Process. Studies reveal that software applications typically contain 15 to 50 bugs per 1,000 lines of code. These forms serve as a streamlined solution for customers to report bugs effortlessly.

Report 52

Report Software Customer Satisfaction Study 52

Zonka Feedback

JUNE 12, 2023

Make it easy for your customers and internal teams to report bugs and streamline the Bug Reporting Process. Studies reveal that software applications typically contain 15 to 50 bugs per 1,000 lines of code. These forms serve as a streamlined solution for customers to report bugs effortlessly.

Report 52

Report Software Customer Satisfaction Study 52

Experience Matters

DECEMBER 30, 2014

We published a Temkin Group report, The State of Customer Experience Metrics, 2014. This is the fourth year that we’ve published this report on how companies are using CX metrics. Download report for $195. The bottom line : CX metrics are critical, but must be used correctly.

Metrics 275

Metrics Report Customer Connectedness Customer Experience 275

IntouchInsight

MAY 1, 2023

From Consumer Trend Reports to the Annual Drive-Thru Study , Intouch Insight has been a trusted source of customer experience data for years. Now, in 2023, we're launching a new annual report - Emerging Experiences. In this series, we will examine some of the most impactful trends shaping customer experiences today.

Meeting 211

Meeting Report Trends Study 211