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: Government offices and the telecommunications industry (telecom, TV, internet) have by far the worst customer service, according to an Ipsos survey of US adults. The results of the survey, which asked respondents to identify up to 3 industries from 7 identified, are somewhat surprising in that insurance (13%) and airlines (12%) are among the least-cited in terms of bad customer service. According to the American Customer Satisfaction Index
, airlines have the third-worst customer satisfaction rating of 43 industries measured. Meanwhile, a new report
[download page] from Capgemini notes that fewer than 3 in 10 insurance customers globally report positive experiences. That figure is higher in the US (40.8%), though is down substantially from last year (51.3%).
: Econsultancy / Sitecore
: Ease of usage ("easy to find what you're looking for") counts as the most important aspect of a digital experience for both UK consumers and marketers, according to a recent study from Econsultancy in association with Sitecore. The study identified 17 aspects of the digital experience and used a maximum difference scaling technique to show how, on average, respondents would have allocated 100 points across all attributes. The results show that while both groups value ease of usage, marketers were far more likely than consumers to rate the importance of mobile optimization. Consumers, by contrast, valued useful and tailored information to a much greater degree.
: Duke University's CMO Survey
: CMOs narrowly give the edge to excellent service (23%) over product quality (22%) and a trusting relationship (21%) when it comes to their customers' top priorities in the next 12 months, according to the latest edition of the CMO Survey from Duke University's Fuqua School of Business. Over the past couple of years (analyzing only February editions of the bi-annual study), fewer CMOs have cited low price and brand as their customers' top priorities.
Higher-income adults (those with household income of at least $75,000) aged 18-68 tend to associate the word "luxury" with descriptive adjectives such as "expensive," "quality," and "high-end," according to a new brief from the Shullman Research Center
set for release on Monday. However, not all generations hold the same ideas of luxury - and differences of opinion also abound in their top luxury brands.
Tablets are popular devices for video viewing
and have been for some time
, but OTT streaming devices such as Apple TV and Chromecast have moved ahead in digital video monetization, reveals FreeWheel in its Q4 2014 Video Monetization Report
[download page]. During the quarter, OTT devices accounted for 8% of ad views for professional, rights-managed video content, up from just 2% during the year-earlier period and moving ahead of tablets (7% share) in the process.