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Customer-Centric > Customer Satisfaction

Customer Satisfaction With Retail Stores Rebounds to Hit Highest Mark Yet

March 2, 2017

The NRF recently issued a fairly optimistic forecast about retail sales this year, and the sector might also be buoyed by new study data indicating that customer satisfaction has rebounded after a couple of years of decline. Indeed, the latest industry-focused research [download page] from the American Customer Satisfaction Index (ACSI) indicates that customer satisfaction with the retail trade sector (excluding e-commerce) has improved by a sizable margin, increasing 3.5 points to 78.3 on a 100-point scale. Read more »

Top 10 Marketing Charts of the Month – January 2017

February 10, 2017

This month's quick-hit set of top charts includes the following topics: traditional TV viewing trends; advertising to Gen Z; social media's purchase influence; e-commerce and m-commerce popularity; adoption of voice-enabled digital assistants; business trust and buzz; top influence marketing goals; most effective content types; and B2B customer marketing activities. Read more »

The Biggest Challenges to Contact Data Accuracy

February 10, 2017

Recent research indicates that marketing and sales measurement data continues to be a problem for marketers, and likewise that improving data quality is both the biggest challenge to marketing data success and the most important objective of a marketing data strategy. So what's the reason for inaccuracies? A study from Experian Data Quality [download page] offers some insights. Read more »

Which Emotions Do Consumers Identify With Positive Experiences and Loyalty?

February 7, 2017

Emotional resonance has a keen role to play in marketing, driving areas as diverse as video advertising effectiveness to premium product perceptions. With the customer experience such a keen focus these days, a study from InMoment [download page] set out to discover the emotions that customers feel most often when they have a positive brand experience. Read more »

Which SVOD Service is Tops in Customer Satisfaction?

January 30, 2017

Netflix tops Hulu, HBO Now and Amazon Video in overall streaming service satisfaction, reports Strategy Analytics. But HBO Now emerges as the leading subscription video-on-demand (SVOD) service across an impressive 11 of the 14 individual categories measured, according to the study. Read more »

Which Customer Marketing Activities Are Most Broadly Used by B2B Firms?

January 16, 2017

B2B companies are relying more on customer references and testimonials than on any other type of customer marketing activity, details a report [download page] from Influitive and Koyne Marketing. Based on a survey of 202 respondents, largely from B2B (77%) and hybrid B2B and B2C (16%) companies, the study indicates that this is the only activity with majority (62%) adoption. Read more »

Satisfied Customers Say Marketing Provides Them Consistently Good Experiences

December 23, 2016

What is it about companies' marketing that drives satisfaction for their customers? MarketingSherpa explored this question in a survey [download page] fielded among 2,400 US consumers, half of whom were asked about the companies they were satisfied with and the other half about companies with which they're dissatisfied. For satisfied customers, consistently having good experiences was the most common refrain, reported by a majority (56%) as being true of their experience. Read more »

Usefulness of Web, Apps Drives Digital Satisfaction for US Consumers

December 19, 2016

The usefulness of websites and applications is a far bigger driver of US consumers' digital satisfaction than privacy and trust in the credibility of information, according to a new Intent Lab Quarterly Digital Satisfaction Index (DSI) from Northwestern University Medill School and Performics. Read more »

Marketing-IT Relationship Reportedly Improving As Alignment on Business Goals Rises

December 16, 2016

More than 9 in 10 senior marketing and technology executives say that their relationships are more aligned on business goals than last year, including roughly one-third who said that their teams have much better alignment, per results from the 2016 CMO Digital Benchmark Study [download page] from Leapfrog Marketing Institute. Read more »

Customer Satisfaction with Retail Banks Improves to New High

November 17, 2016

acsi-customer-satisfaction-retail-banking-sector-1995-2016-nov2016Banks are narrowing the gap with credit unions in customer satisfaction, according to new results [download page] from the American Customer Satisfaction Index (ACSI). Retail banks achieved an ACSI Index score of 80 (on a 100-point scale), a considerable improvement from last year's 76, and the highest mark in the 22 years of analyzing this sector. Read more »